基于SERVQUAL模型的我国药店服务质量评价内容初步探讨

Preliminary study on the contents for the evaluation of pharmacy service quality based on SERVQUAL model

在文献研究的基础上,初步探讨SERVQUAL模型提出的5个服务质量评价维度在我国药店服务的具体内涵,为药店经营管理者如何提高药店服务质量提供参考,并且为药店服务质量评价的近一步研究提供借鉴。

Based on the research of literatures, the specific meaning of the five service quality evaluation dimensions of Chinese pharmacy service in the SERVQUAL model was analyzed so as to provide a reference for pharmacy managers to improve their service quality and for further study.