Fanny Saruchera
Service Quality delivery is a concept that has become a requirement accross all sectors in any economy. Today’s customers are no longer concerned with product availability and other 'surface service' provisions - Quality has become a major concern! A research was carried out to evaluate the current customer perceptions on service quality delivery in the pharmaceuticals industry in Zimbabwe. The study also aimed at determining the components of service quality in the pharmaceuticals industry as well as establishing the gaps between customer expectations and service delivery performance in the sector, in an effort to recommend strategies to close such gaps. This write-up presents the findings of the survey and recommendations to ensure effective service recovery programmes, improve both internal and external organisational communications, to solve problems related to service quality delivery and a shift from service quality towards 'Service Contracts'. The write-up brings in new light useful especially to those who want to gain a deeper insight into the subject of Service Quality. Saruchera, 2012.
