Title: Service quality in the pharmaceutical supply chain: a case study with reference to a major Indian pharmaceutical company

Authors: P. Uma Maheswari Devi; B. Sankara Rao; B. Raja Shekhar

Addresses: Department of Management Studies, Adikavi Nannaya University, Rajahmundry, India ' Department of Mathematics, Adikavi Nannaya University, Rajahmundry, India ' Department of Management Studies, University of Hyderabad, Hyderabad, India

Abstract: The pharmaceutical industry is one of the leading industries and an efficient supply chain is required for meeting the huge competition. 100% customer service is required in this sector as it directly effects the health of the people, so service quality plays a very significant role in pharmaceutical supply chain. In this scenario an attempt was made to study the service quality issues at the manufacturer distributor - retailer interface of the pharmaceutical supply chain. Exploratory factor analysis and multiple regression techniques were used. Supply chain operations reference (SCOR) model was used to examine the service quality issues at the manufacturer-distributor interphase.

Keywords: service quality; supply chain operations reference; SCOR model; pharmaceutical supply chain; supply chain; performance; customer satisfaction.

DOI: 10.1504/IJSSCI.2017.088753

International Journal of Services Sciences, 2017 Vol.6 No.2, pp.147 - 161

Accepted: 02 May 2017
Published online: 08 Dec 2017 *

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