[e-drug] Determinants of Customer Satisfaction for Pharmaceutical Distribution

["Muhammad Usman Awan" <usman@iqtm.pu.edu.pk>]

E-DRUG: Determinants of Customer Satisfaction for Pharmaceutical Distribution
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Dear e-druggers

I am a Ph.D. student at the university of the Punjab, Lahore -- Pakistan. 
My dissertation is "Development of pharmaceutical distribution model for
customer satisfaction".

I would like to know your views about

- The elements of satisfaction for both upstream and downstream customers
of Pharmaceutical distribution system.
- The elements I have identified yet are

a) Coverage
b) Infrastructure
c) IT and processes
d) Professionalism and attitude

Coverage: include no. of retailers visited & frequency of visit of sales
reps to retailers in a week.

Infrastructure: include facility of cold room (25 degree), freezer (2-8
degree), cold chain arrangement, warehouse space & quality, dispensing
area, generator and overall impression.

IT and Processes: Order booking, no.of computers, software used, internal
networking, external networking (for both upstream and downstream
customers)for data exchange,no. of invoices / day and reports provided to
the company.

Professionalism and attitude:Organizational culture, Benefits provided to
employees, training of employees and attitude towards customers. (both
upstream and downstream).

I would be thankful if any one may give some valid input about more
determinants of Pharmaceutical Distribution systems service quality
related to both upstream and down stream customers.


Muhammad Usman Awan
Lecturer
Institute of Quality & Technology Management
New Campus, University of the Punjab
Lahore --- Pakistan
Cell # 0300 9402748
usman@iqtm.pu.edu.pk