SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.

Abstract This research is focused on understanding the interrelation between the different dimen sions of the SERVQUAL model in the pharmaceutical area, which have differences in per ceptions of service domains depending on the cultures in which they are immersed. To study the proposed relationships...

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Autores principales:	Rojas,Fernando, Coluccio,Giuliani
Lenguaje:	English
Publicado:	Universidad Alberto Hurtado. Facultad de Economía y Negocios 2021
Materias:	dimensions Mexican culture, relationships SEM, SERVQUAL model
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242021000200082
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spelling	oai:scielo:S0718-272420210002000822021-09-30SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.Rojas,FernandoColuccio,Giuliani dimensions Mexican culture, relationships SEM, SERVQUAL model Abstract This research is focused on understanding the interrelation between the different dimen sions of the SERVQUAL model in the pharmaceutical area, which have differences in per ceptions of service domains depending on the cultures in which they are immersed. To study the proposed relationships, we collect data of 100 pharmacy customers of Mexico and use SEM to test the relationship between SERVQUAL dimensions, purchase frequency, gender, and quality perception. Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area. We develop a theoretical framework that is based on interrelationships between the dif ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un derstand better how individual perceptions affect the service quality in the pharmaceutical area.info:eu-repo/semantics/openAccessUniversidad Alberto Hurtado. Facultad de Economía y NegociosJournal of technology management & innovation v.16 n.2 20212021-08-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242021000200082en10.4067/S0718-27242021000200082
institution	Scielo Chile
collection	Scielo Chile
language	English
topic	dimensions Mexican culture, relationships SEM, SERVQUAL model
spellingShingle	dimensions Mexican culture, relationships SEM, SERVQUAL model Rojas,Fernando Coluccio,Giuliani SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
description	Abstract This research is focused on understanding the interrelation between the different dimen sions of the SERVQUAL model in the pharmaceutical area, which have differences in per ceptions of service domains depending on the cultures in which they are immersed. To study the proposed relationships, we collect data of 100 pharmacy customers of Mexico and use SEM to test the relationship between SERVQUAL dimensions, purchase frequency, gender, and quality perception. Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area. We develop a theoretical framework that is based on interrelationships between the dif ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un derstand better how individual perceptions affect the service quality in the pharmaceutical area.
author	Rojas,Fernando Coluccio,Giuliani
author_facet	Rojas,Fernando Coluccio,Giuliani
author_sort	Rojas,Fernando
title	SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
title_short	SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
title_full	SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
title_fullStr	SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
title_full_unstemmed	SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.
title_sort	servqual model with interrelated dimensions. the case of the pharmacy in mexico.
publisher	Universidad Alberto Hurtado. Facultad de Economía y Negocios
publishDate	2021
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242021000200082
work_keys_str_mv	AT rojasfernando servqualmodelwithinterrelateddimensionsthecaseofthepharmacyinmexico AT colucciogiuliani servqualmodelwithinterrelateddimensionsthecaseofthepharmacyinmexico
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SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.

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