Application of Quality Gap Model to Measure the Quality of Pharmacist Service in Retail Pharmacy Settings: An Examination of Expectation and Perception

Authors

  • บุรินทร์ ต ศรีวงษ์ ภาควิชาเภสัชกรรมชุมชน คณะเภสัชศาสตร์ ม.ศิลปากร พระราชวังสนามจันทร์ อ.เมือง จ.นครปฐม

DOI:

https://doi.org/10.14456/tbps.2004.9

Keywords:

pharmacist service, quality gap model, retail pharmacy settings, professional pharmacist service

Abstract

The objectives of this article were first, to adopt the Service Quality Gap model to diagnose quality problems in the area of expectations and perceptions for professional pharmacist services. Second, to describe how the PHARM-SERVQUAL survey instrument is used to measure quality gap (Gap 5) in professional pharmacist  services. Third, to suggest areas in which improvements can be made to the service quality blueprints of professional pharmacist services with PHARM-SERVQUAL

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Issue

Vol. 1 No. 1 (2004): JULY - DECEMBER 2004

Section

บทความฟื้นฟูวิชาการ

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