Competitive dysfunction in pharmacies compounding: a Brazilian experience

  • Rubens Cukier Campo Limpo College – FACCAMP, Campo Limpo, SP, Brazil
  • Orlando Roque da Silva Paulista University – UNIP, Sorocaba, SP, Brazil
  • Délvio Venanzi Sorocaba University - UNISO; São Paulo State College of Technology - FATEC, Sorocaba, SP, Brazil
  • Haroldo Lhou Hasegawa Federal University of Itajuba – UNIFEI, Itajubá, MG, Brazil
Keywords: Competitive Dysfunction, Service Quality, SERVQUAL, Compounding Pharmacy

Abstract

This research aims to investigate the level of gaps in services offered by compounding pharmacies in Brazil. The research was conducted with a sample of 306 respondents comprised of owners, pharmacists and customers. We sought to assess the extent of gaps regarding competitive, strategic and operational dysfunctions, checking which are significant and the results of the service provided in relation to competitive factors valued by customers. The data collection instrument was a questionnaire validated model as SERVQUAL, published by Parasuraman et al. (1988). The statistical analysis used the software BioEstat v.05. The results demonstrate that there is a strong adhesion of the samples obtained and the quality dimension that stood out was reliability. In relation to the dysfunctions researched, the results pointed to a perfect interaction between agents which led us to accept that, as part of the pharmacies researched, there is no significant competitive dysfunction.

Author Biographies

Rubens Cukier, Campo Limpo College – FACCAMP, Campo Limpo, SP, Brazil
Industrial Engineering Department
Orlando Roque da Silva, Paulista University – UNIP, Sorocaba, SP, Brazil
Business School
Délvio Venanzi, Sorocaba University - UNISO; São Paulo State College of Technology - FATEC, Sorocaba, SP, Brazil
Engineering Department
Haroldo Lhou Hasegawa, Federal University of Itajuba – UNIFEI, Itajubá, MG, Brazil
Engineering Department
Published
2017-09-06
How to Cite
Cukier, R., da Silva, O., Venanzi, D., & Hasegawa, H. (2017). Competitive dysfunction in pharmacies compounding: a Brazilian experience. Brazilian Journal of Operations & Production Management, 14(3), 327-337. https://doi.org/https://doi.org/10.14488/BJOPM.2017.v14.n3.a6