PHARMACEUTICAL DISTRIBUTION MODEL FOR CUSTOMER SATISFACTION

However most of the previous research in TQM and
service quality is based in developed countries. This
research is an effort to reduce the existing gap of
developing countries based TQM and service quality
studies. The research is divided into two sections.
In first section, survey questionnaire obtained from
51 pharmaceutical distributors is used to identify
critical success factors of TQM. Relationship of TQM
implementation to customer satisfaction is also
developed in this portion of research. Second portion
of research is related to development of service
quality scale in distributors-retailers interface of
pharmaceutical supply chains. Data collected from 413
respondents was analyzed. Structural equation
modeling using AMOS 7.0 software developed a valid
and reliable scale comprising of 4 dimensions and 10
items. This research has practical implications for
pharmaceutical distribution companies as it
identifies that top management has to increase its
commitment for the implementation of TQM. Research
also develops a reliable and valid scale that can be
used by to increase service quality in
distributors-retailers interface of pharmaceutical
supply chains in Pakistan.