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Published on:June 2018
Indian Journal of Pharmaceutical Education and Research, 2018; 52(3):351-362
Original Article | doi:10.5530/ijper.52.3.41

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


Authors and affiliation (s):

Kaushik Mandal*, Hemant Gupta

Department of Management Studies, National Institute of Technology-Durgapur, INDIA.

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.

Key words: Pharmaceutical education, Higher education, Service quality management, Gap analysis, Factor analysis.

 

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The Official Journal of Association of Pharmaceutical Teachers of India (APTI)
(Registered under Registration of Societies Act XXI of 1860 No. 122 of 1966-1967, Lucknow)

Indian Journal of Pharmaceutical Education and Research (IJPER) [ISSN-0019-5464] is the official journal of Association of Pharmaceutical Teachers of India (APTI) and is being published since 1967.

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IJPER uses reference linking service using Digital Object Identifiers (DOI) by Crossref. Articles from the year 2013 are being assigned DOIs for its permanent URLs