Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model

Mu-Chen Chen, Chia-Lin Hsu and Li-Hung Lee
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Mu-Chen Chen: Department of Transportation and Logistics Management, National Chiao Tung University, Taipei 100, Taiwan
Chia-Lin Hsu: Department of International Business Administration, Chinese Culture University, Taipei 11114, Taiwan
Li-Hung Lee: Department of Transportation and Logistics Management, National Chiao Tung University, Taipei 100, Taiwan

IJERPH, 2019, vol. 16, issue 21, 1-23

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.

Keywords: pharmaceutical logistics; Kano model; service quality; customer satisfaction (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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