Perceived Quality Service Delivery and Performance of Pharmaceutical Retail Businesses in Cbd of Nairobi City County Kenya

Abstract

The objective of the study was to establish the influence of quality service delivery on performance of pharmaceutical retail firms in CBD of Nairobi City County, Kenya. The study adopted a descriptive cross sectional survey targeting customers and entrepreneurs in pharmaceutical retail firms in the CBD of Nairobi City County. A total of 257 customers and 41 entrepreneurs were selected as the respondents to the questionnaire. The questionnaires were separated for customers and entrepreneurs. Descriptive and inferential statistics were used to analyse the data collected. Statistical package for social science (SPSS) software was used to carry data analysis. The findings revealed that quality service delivery significantly influence performance of pharmaceutical retail outlets under the study. The performance measures were aligned to balanced score card and classified as non-financial and financial performance. Multiple regression mode used indicated that the predictors which were dimensions of quality service delivery has significant influence on non-financial performance. Regression of coefficient results shown insignificant relationship of quality service delivery and financial performance. The study however found that there were significant relationship between quality service delivery and general profitability and cash flow excluding investments dimensions of firm performance. The study concluded that pharmaceutical firms need to understand the dimensions of quality service which have higher influence on performance. The study recommends further research on quality service delivery influence on performance in other sectors of the economy.