Evaluating Service Quality of Drug Logistics Using the SERVQUAL Framework

Abstract

This article is classified as a theoretical synthesis with three primary objectives: 1) to review and synthesize existing literature related to the assessment of pharmaceutical logistics service quality in hospitals within the framework of the SERVQUAL model, 2) to explain and compare theoretical perspectives linking the five dimensions of SERVQUAL with the operational dimensions of hospital pharmaceutical logistics systems, and 3) to propose policy and managerial guidelines for developing high-quality and sustainable pharmaceutical logistics systems in Thai hospitals. Rather than employing a quantitative or statistical approach, this article draws upon a theoretical interpretation and integration of relevant studies published between 2013 and 2024 through a narrative literature synthesis. The synthesis aims to conceptualize the interrelationship between the SERVQUAL dimensions and pharmaceutical logistics processes in hospital settings. The findings reveal that Reliability and Responsiveness have the most significant influence on perceived service quality, particularly regarding the accuracy and timeliness of drug dispensing and delivery. Meanwhile, Tangibles and Assurance reflect hospitals’ technological readiness and the availability of facilities such as real-time drug tracking systems and temperature control mechanisms, which play a crucial role in maintaining drug quality and ensuring patient safety.
The conclusions presented in this study are theoretical in nature and have not yet been empirically tested. Therefore, future research should conduct quantitative investigations involving patients and healthcare professionals to empirically examine the relationships between SERVQUAL dimensions and patient satisfaction. Advanced statistical methods, such as multiple regression analysis or structural equation modelling, are recommended to strengthen empirical validation and provide robust evidence. Consequently, this article serves as a conceptual and policy-oriented framework for hospital administrators, researchers, and healthcare policymakers to enhance the quality and efficiency of pharmaceutical logistics systems in alignment with national healthcare standards and the goal of achieving long-term patient satisfaction.