[e-drug] Determinants of Customer Satisfaction for Pharmaceutical Distribution (2)

["Murtada Sesay" <msesay@unicef.org>]

E-DRUG: Determinants of Customer Satisfaction for Pharmaceutical Distribution (2)
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Dear Muhammad,

I would organise determinants from point of view of "input", "process" and
"outcome".
It seems to me that what you have at the moment are input (i.e what you
need to have in place). An example of a process determinant is "speed"  and
"accuracy" (i.e. how quickly products move from one point in the
distribution chain to the next and so on, and whether the product which
arrives at point of use is what was requested). Finally, of course, is that
products are distributed to the end user in such a way that they are used
rationally to impact on health outcomes - treat disease and/or reduce
disease incidence , enhance optimal growth in children etc).
I suspect that it may difficult to directly link customer satisfaction to
some of these determinants but trying to do that in itself should be
academically stimulating for a PhD effort.

Best of luck in your work

Murtada M. Sesay
Technical Officer (Pharmaceuticals)
UNICEF Supply Division

Tel: +45 3527 3098
Mobile: +45 28 23 28 07
E-mail: msesay@unicef.org
Web: www.unicef.org/supply
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