1. Abstract:
EGYDRUG, which is a pharmaceutical wholesaler/distributer, plays a very important role in the Egyptian pharmaceutical market and because of its nature as public business sector organization it is strongly affects the Egyptian economy and acts as a safeguard to the health care sector. During the last years EGYDRUG lost its market share. This paper assesses EGYDRUG service quality, studies the relationships between service quality, customer satisfaction and market share and introduces proposals to improve EGYDRUG service quality and to restore its decreased market share.
2. Key words:
EGYDRUG, pharmaceutical wholesaler/distributer, service quality, SERVQUAL, SERVPERF, customer satisfaction and market share.
3. Introduction:
3.1. The pharmaceutical market structure:
The pharmaceutical sector plays a very important role in the economy of any country. According to IMS regarding the Egyptian pharmaceutical market, the turnover of the year ended in 31/12/2014 is about 28 billion Egyptian pounds. And being a core stone in the health care system the pharmaceutical sector must be studies considering all points of view.
Simply the supply chain for drugs is presented in (figure 1). The supply chain starts from production by pharmaceutical companies to consumption by patients.
3.1.1. The producers:
In this sector …show more content…
They addressed their criticism at the conceptual and operational base of the model; regard its validity, reliability, operationalization of expectations, and dimensional structure (Markovi´c and Raspor, 2010). In addition, some dimensions were overlapping such as accessibility communication and understanding the user as a group and competence, courtesy, credibility and security (safety) as another group. Therefore in 1988 Parasuraman developed another refined model, in which the ten dimensions have been compacted to five dimensions (Table 3) (Daniel & Berinyuy,
EGYDRUG, which is a pharmaceutical wholesaler/distributer, plays a very important role in the Egyptian pharmaceutical market and because of its nature as public business sector organization it is strongly affects the Egyptian economy and acts as a safeguard to the health care sector. During the last years EGYDRUG lost its market share. This paper assesses EGYDRUG service quality, studies the relationships between service quality, customer satisfaction and market share and introduces proposals to improve EGYDRUG service quality and to restore its decreased market share.
2. Key words:
EGYDRUG, pharmaceutical wholesaler/distributer, service quality, SERVQUAL, SERVPERF, customer satisfaction and market share.
3. Introduction:
3.1. The pharmaceutical market structure:
The pharmaceutical sector plays a very important role in the economy of any country. According to IMS regarding the Egyptian pharmaceutical market, the turnover of the year ended in 31/12/2014 is about 28 billion Egyptian pounds. And being a core stone in the health care system the pharmaceutical sector must be studies considering all points of view.
Simply the supply chain for drugs is presented in (figure 1). The supply chain starts from production by pharmaceutical companies to consumption by patients.
3.1.1. The producers:
In this sector …show more content…
They addressed their criticism at the conceptual and operational base of the model; regard its validity, reliability, operationalization of expectations, and dimensional structure (Markovi´c and Raspor, 2010). In addition, some dimensions were overlapping such as accessibility communication and understanding the user as a group and competence, courtesy, credibility and security (safety) as another group. Therefore in 1988 Parasuraman developed another refined model, in which the ten dimensions have been compacted to five dimensions (Table 3) (Daniel & Berinyuy,