Cross-sectional study reveals service quality dimensions significantly affect purchasing decisions in pharmacies, highlighting empathy and responsiveness.
Key Points
Service quality dimensions explained 47.2% of the variance in purchasing decisions, emphasizing their significance.
Empathy emerged as the strongest driver of purchasing decisions, with reliability and responsiveness also playing key roles.
SERVQUAL dimensions such as tangibles and reliability showed significant positive effects, while assurance had no significant impact.
Quantitative analysis from 287 respondents using systematic random sampling supports the importance of service quality in competitive markets.