An Integrated Approach to Assessing the Quality of Service in a Pharmacy Organization

Abstract

The current economic situation, characterized by rising prices, declining real incomes of the population and increased competition, requires companies operating in the service sector to develop strategies that will ensure increased competitiveness. This also applies to pharmacies, where attention is mainly paid to compliance with state standards and ensuring the availability of medicines. However, when cost reduction turns out to be an increasingly difficult undertaking, not only the provision of high-quality goods, but also the ability to create a positive customer experience becomes an important factor in successful business. This is especially true in the field of pharmacy services, where high competition between chains requires the introduction of management methods aimed at increasing customer satisfaction and loyalty. The purpose of this study is to analyze the possibility of applying an integrated approach to service quality assessment and management using the example of a specific pharmacy in Novosibirsk. The practical value of the work lies in the fact that the proposed approach and the recommendations developed on its basis can become an effective aid in creating a pharmacy service that could attract new customers and retain the old ones.