oa SA Pharmaceutical Journal - Measurement of the perceived service quality of a pharmacy : management



Extracted from text ... SA Pharmaceutical Journal - April 2006 42 MANAGEMENT Service quality defined Service quality is an abstract and elusive concept, because of the three unique characteristics of services, namely intangibility, heterogeneity and inseparability of production and consumption.2, 3 Service quality has been described as the consumer's overall impression of the relative inferiority/superiority/excellence of the organisation and its services. It is an extremely subjective concept. Service quality is also multidimensional, making it difficult to measure accurately. Instead of attempting to define service quality per se, some authors have chosen to describe it in terms of determinants of quality.4 Measurement of the PERCEIVED ..


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