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Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model

Author

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  • Mu-Chen Chen

    (Department of Transportation and Logistics Management, National Chiao Tung University, Taipei 100, Taiwan)

  • Chia-Lin Hsu

    (Department of International Business Administration, Chinese Culture University, Taipei 11114, Taiwan)

  • Li-Hung Lee

    (Department of Transportation and Logistics Management, National Chiao Tung University, Taipei 100, Taiwan)

Abstract

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. 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. In general, service providers should assign higher priority to items that customers consider in need of improvement.

Suggested Citation

  • Mu-Chen Chen & Chia-Lin Hsu & Li-Hung Lee, 2019. "Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model," IJERPH, MDPI, vol. 16(21), pages 1-23, October.
    • Handle: RePEc:gam:jijerp:v:16:y:2019:i:21:p:4091-:d:279719
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Landry, Sylvain & Beaulieu, Martin & Roy, Jacques, 2016. "Strategy deployment in healthcare services: A case study approach," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 429-437.
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    Cited by:

    1. Lujie Deng & Nurul Hanim Romainoor & Bolun Zhang, 2023. "Evaluation of the Usage Requirements of Hospital Signage Systems Based on the Kano Model," Sustainability, MDPI, vol. 15(6), pages 1-18, March.
    2. Huiya Xu & Ha-young Song, 2024. "Key Factors Influencing Chinese Consumers’ Demand for Naturally Dyed Garments: Data Analysis through KJ Method and KANO Model," Sustainability, MDPI, vol. 16(3), pages 1-28, January.
    3. Nguyen, Phi Dung & Huynh, Cong Minh, 2023. "Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam," MPRA Paper 115976, University Library of Munich, Germany.
    4. Kunqiang Wang & Li Li & Jun (Justin) Li & Huazheng Chen & Biao He & Long Li, 2022. "An Exploration of Students’ Attitudes Toward Employment Services in Private Schools: The Case of the Sanya Institute of Technology," SAGE Open, , vol. 12(3), pages 21582440221, July.

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