Taking the pulse of Internet pharmacies.
Like most businesses, online pharmacy companies will only be successful if they make sure customers are satisfied with the service they receive. But what attributes of service quality lead to satisfaction and dissatisfaction? This study identified 19 Internet pharmacy service quality dimensions in three categories: (1) product cost and availability, (2) customer service, and (3) the online information system. Our analysis uncovered attributes that tend to determine consumer satisfaction and points out ways to improve overall service quality in the Internet pharmacy arena.
Yang
Z
Z
Department of Marketing, New Mexico State University, USA. zyang@nmsu.edu
Peterson
R T
RT
Huang
L
L
D003258:Consumer Behavior / Q000706:statistics & numerical data*; D003363:Cost Control; D003625:Data Collection; D020407:Internet; D008389:Marketing of Health Services; D010593:Pharmaceutical Services / Q000458:organization & administration*; D011785:Quality Assurance, Health Care; D014481:United States