New Environmental Research and Public Health Findings from National Chiao Tung University Reported (Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model)

2019 NOV 07 (NewsRx) -- By a News Reporter-Staff News Editor at Taiwan Daily Report -- A new study on Environmental Health - Environmental Research and Public Health is now available. According to news reporting originating from Taipei, Taiwan, by NewsRx correspondents, research stated, “The implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain’s profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel.”

Our news editors obtained a quote from the research from National Chiao Tung University, “As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano’s two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano’s model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market.”

According to the news editors, the research concluded: “In general, service providers should assign higher priority to items that customers consider in need of improvement.”

For more information on this research see: Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model. International Journal of Environmental Research and Public Health, 2019;16(21):4091.

The news editors report that additional information may be obtained by contacting M.C. Chen, Dept. of Transportation and Logistics Management, National Chiao Tung University, Taipei 100, Taiwan. Additional authors for this research include C.L. Hsu and L.H Lee.

The direct object identifier (DOI) for that additional information is: https://doi.org/10.3390/ijerph16214091. This DOI is a link to an online electronic document that is either free or for purchase, and can be your direct source for a journal article and its citation.

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