| 建立一种零售连锁药店服务质量评价模型 |
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| 引用本文： | 蒋利林,杨世民. 建立一种零售连锁药店服务质量评价模型[J]. 中国药房, 2006, 17(9): 718-719 |
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| 作者姓名： | 蒋利林 杨世民 |
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| 作者单位： | 西安交通大学医学院,西安市,710061 |
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| 摘 要： | 目的:构建一种适合我国国情的零售连锁药店服务质量评价模型。方法:运用SERVQUAL服务质量评价方法。结果:根据国内零售连锁药店的实际状况,提出了影响零售连锁药店服务质量的24项指标,并建立了零售连锁药店服务质量评价模型。结论:该评价模型可为零售连锁药店改进服务水平提供指导。
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| 关 键 词： | 零售连锁药店 服务质量 评价模型 |
| 文章编号： | 1001-0408(2006)09-0718-02 |
| 收稿时间： | 2005-10-20 |
| 修稿时间： | 2006-03-17 |
Establishment of Evaluation Model for Service Quality of Retail Chain Pharmacy |
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| JIANG Lilin,YANG Shimin. Establishment of Evaluation Model for Service Quality of Retail Chain Pharmacy[J]. China Pharmacy, 2006, 17(9): 718-719 |
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| Authors: | JIANG Lilin YANG Shimin |
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| Abstract: | OBJECTIVE:To construct retail chain pharmacy service quality evaluation model suitable for our country.ME_ THODS:SERVQUAL service quality evaluation method was adopted.RESULTS:Based on the practical condition of domestic retail chain pharmacy,24influencing indexes of which were presented and a service quality evaluation model was estab-lished.CONCLUSION:This evaluation model serves as guidance for the improvement of service level of retail chain pharmacy. |
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| Keywords: | Retail chain pharmacy Service quality Evaluation model |
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