Taking the pulse of internet pharmacies : Online shoppers speak out on pharmacy service issues

Research output: Journal Publications and ReviewsRGC 21 - Publication in refereed journalpeer-review

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Author(s)

Detail(s)

Original languageEnglish
Pages (from-to)5-10
Journal / PublicationMarketing Health Services
Volume21
Issue number2
Publication statusPublished - Jun 2001
Externally publishedYes

Abstract

Like most businesses, online pharmacy companies will only be successful if they make sure customers are satisfied with the service they receive. But what attributes of service quality lead to satisfaction and dissatisfaction? This study identified 19 Internet pharmacy service quality dimensions in three categories: (1) product cost and availability, (2) customer service, and (3) the online information system. Our analysis uncovered attributes that tend to determine consumer satisfaction and points out ways to improve overall service quality in the Internet pharmacy arena.

Citation Format(s)

Taking the pulse of internet pharmacies: Online shoppers speak out on pharmacy service issues. / Yang, Zhilin; Peterson, Robin T.; Huang, Lily.
In: Marketing Health Services, Vol. 21, No. 2, 06.2001, p. 5-10.

Research output: Journal Publications and ReviewsRGC 21 - Publication in refereed journalpeer-review