TY - JOUR AU - Rojas, Fernando Alonso AU - Coluccio, Giuliani PY - 2021/08/30 Y2 - 2024/03/28 TI - SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico JF - Journal of Technology Management & Innovation JA - J.Technol. Manag. Innov. VL - 16 IS - 2 SE - Research Articles DO - 10.4067/S0718-27242021000200082 UR - https://www.jotmi.org/index.php/GT/article/view/3705 SP - 82-90 AB - <p>This research is focused on understanding the interrelation between the different dimen- sions of the SERVQUAL model in the pharmaceutical area, which have differences in per- ceptions of service domains depending on the cultures in which they are immersed.</p><p>To study the proposed relationships, we collect data of 100 pharmacy customers of Mex- ico and use SEM to test the relationship between SERVQUAL dimensions, purchase fre- quency, gender, and quality perception.</p><p>Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen- sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area.</p><p>We develop a theoretical framework that is based on interrelationships between the dif- ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un- derstand better how individual perceptions affect the service quality in the pharmaceutical area.</p> ER -