- Title
- Determining and improving the level of service quality at International Healthcare Distributors
- Creator
- Vassen, Ansuya
- Subject
- Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Date Issued
- 2002
- Date
- 2002
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:10897
- Identifier
- http://hdl.handle.net/10948/82
- Identifier
- Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Description
- The levels of service quality at International Healthcare Distributors (IHD) have been determined. Service quality in organisations require a strong emphasis on customer service and service delivery processes. The main area of this study focuses on the need for appropriate levels and criteria of service quality that will satisfy customers of pharmaceutical distributors. Various determinants affecting service quality levels have been discussed. The nature of service quality has been outlined and customer expectation standards have been determined. Customer satisfaction versus service quality has been discussed and the consumers’ perceptions towards service quality have been identified. Obstacles to attaining service quality have been described and potential causes of service quality shortfalls have been defined. Various surveys were studied to determine the implementation of service quality dimensions in a variety of disciplines. A sample was taken from the IHD customer base and a questionnaire was designed and distributed to the customers. The questionnaire examined five dimensions, tangibility, reliability, responsiveness, assurance and empathy. There was a hundred percent response rate. The results indicated that the tangibility dimension was highest in terms of customer agreement and reliability the lowest. The results of the questionnaire have proven that two of the hypotheses are negative and one positive. Concluding remarks and recommendations were highlighted and it is evident that IHD needs to improve its level of service quality in order to meet their customer requirements.
- Format
- xi, 95 leaves
- Format
- Publisher
- Port Elizabeth Technikon
- Publisher
- Faculty of Management
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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