PHARMACEUTICAL DISTRIBUTION MODEL FOR CUSTOMER SATISFACTION

However most of the previous research in TQM and service quality is based in developed countries. This research is an effort to reduce the existing gap of developing countries based TQM and service quality studies. The research is divided into two sections. In first section, survey questionnaire obtained from 51 pharmaceutical distributors is used to identify critical success factors of TQM. Relationship of TQM implementation to customer satisfaction is also developed in this portion of research. Second portion of research is related to development of service quality scale in distributors-retailers interface of pharmaceutical supply chains. Data collected from 413 respondents was analyzed. Structural equation modeling using AMOS 7.0 software developed a valid and reliable scale comprising of 4 dimensions and 10 items. This research has practical implications for pharmaceutical distribution companies as it identifies that top management has to increase its commitment for the implementation of TQM. Research also develops a reliable and valid scale that can be used by to increase service quality in distributors-retailers interface of pharmaceutical supply chains in Pakistan.