Title: Critical factors for assessing service quality of online pharmacies: a research framework

Authors: Binshan Lin, Chang-tseh Hsieh

Addresses: College of Business Administration, Louisiana State University in Shreveport, Shreveport, LA 71115, USA. ' College of Business Administration, University of Southern Mississippi, Hattiesburg, MS 39406, USA

Abstract: There is a rapid growth of research on the online pharmacy and applications of the internet to pharmaceutical services. Increased data access to the general public has given rise to a class of sophisticated pharmaceutical consumers. With experienced and sophisticated consumers, rendering quality service is a key for online pharmacies. This paper identifies several key dimensions of service quality with a research framework for guiding online pharmacy systems| development and evaluation.

Keywords: online pharmacies; service quality; internet; marketing intelligence; e-healthcare; pharmaceuticals.

DOI: 10.1504/IJEH.2006.010428

International Journal of Electronic Healthcare, 2006 Vol.2 No.4, pp.398 - 414

Published online: 21 Jul 2006 *

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