Service quality and customer satisfaction in pharmaceutical logistics: An analysis based on Kano model and importance-satisfaction model

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

*Corresponding author for this work

Research output: Contribution to journalArticle

1 Scopus citations

Abstract

The implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain’s profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel. As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano’s two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano’s model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market. In general, service providers should assign higher priority to items that customers consider in need of improvement.

Original languageEnglish
Article number4091
JournalInternational journal of environmental research and public health
Volume16
Issue number21
DOIs
StatePublished - Nov 2019

Keywords

  • Customer satisfaction
  • Kano model
  • Pharmaceutical logistics
  • Service quality

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