Investigating pharmaceutical logistics service quality with refined Kano's model

Mu-Chen Chen*, Chia Lin Hsu, Li Hung Lee

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


This study applies the refined Kano model and importance-satisfaction model to investigate medical institutions' satisfaction with and perceptions of importance of domestic pharmaceutical logistics services. Survey data involving 104 respondents from medical institutions are analyzed with importance-satisfaction and the refined Kano model. The results demonstrate that the refined Kano model will generate different classification of quality attributes for the pharmaceutical logistics industry, and medical institutions with different characteristics really have varying responses to quality attributes of pharmaceutical logistics services. The present research contributes to the literature by demonstrating that provision of high-value-added and crucial quality attributes by service providers can give them an edge in the market. In addition, when service providers understand their customers’ attitudes toward innovative service, it can enable them to strengthen their tactics in a competitive market.

Original languageEnglish
Article number102231
JournalJournal of Retailing and Consumer Services
StatePublished - Nov 2020


  • Importance-satisfaction model
  • Pharmaceutical logistics
  • Refined kano model
  • Service quality

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