Service Quality Gap Measurement in Pharmaceutical Educational Institutes: An Empirical Analysis for Model Development

ABSTRACT

Perspective:One can observe the sea changes that have been taken place in the Indian pharmaceutical business environment. There are challenges for this section and which is possible to overcome by quality human resources. In fact, we have experienced mushroom growth of pharmaceutical education institutes (PEIs) without producing of the employable graduates. Probably this is due to poor service offerings from PEIs. Objective: Hence, the purpose of the present research to develop service quality determinants for pharmaceutical education institutes (PESQ) and analyse the nature of the gap/s if it generates at all. Methods: We have selected six education institutes and their students randomly and based on the responses we have refined the prior facets of service quality identified from the literature. We have employed Principal component analysis (PCA) and other techniques of refinement of the construct. After the development of the facets, aggregatively we have compared between actual and expected to identify gaps in service quality. Conclusion: Our Research develops some important outcomes. Six facets quality model for pharmaceutical education has been developed, four of which were common with previous works and found two unique dimensions suitable to Indian environment. In addition, it was identified that said two dimensions result in higher gap in service quality.

KEYWORDS

• Pharmaceutical education
• Higher education
• Service quality management
• Gap analysis
• Factor analysis

Showing references and in-text citations exactly as published.

• DOI10.5530/ijper.52.3.41Copy

RELATED ARTICLES

Matched on section and article type within this issue of IJPER.

• Article · VOLUME 52, ISSUE 3Carboxymethyl Tamarind Seed Kernel Polysaccharide Formulated into Pellets to Target at ColonAshlesha Pravin Pandit, Pooja Dilip Waychal, Atul Shankarrao Sayare, Vinita Chandrakant Patole · pp. 363–373Same type: Article
• Article · VOLUME 52, ISSUE 3Development of pH Independent Drug Release System for DipyridamoleAdimulapu Anilkumar, Talasila Eswara Gopala Krishna Murthy, Avula Prameela Rani · pp. 374–380Same type: Article
• Article · VOLUME 52, ISSUE 3Identification of Anticancer Lead Molecules against PRR11 Protein Target with Combination of Protein Modelling Through Threading Approach, Structure Based Chemical Screening of ZINC Database and Pharmacokinetic PropertiesSahukari Ravi, Punabaka Jyothi, Rajya Lakshmi, Bhasha Shanmugam, Ganjikunta Venkata Subbaiah, Kesireddy Sathyavelu Reddy · pp. 381–388Same type: Article
• Article · VOLUME 52, ISSUE 3Use of Black Gram Polysaccharide Mucilage as Release Retardant in the Development of Sustained Release Matrix Pellets of Ciprofloxacin HydrochlorideIge Pradum Pundlikrao, Gadgil Prajakta Pradip, Sonawane Raju Onkar · pp. 389–397Same type: Article