Abstract��OBJECTIVE To establish a SERVQUAL estimated model of scientific study. METHODS By literature review, in-depth interviews, expert consultation, survey, determines the evaluation index of pharmacy service quality of SERVQUAL, to devise of SERVQUAL assessment questionnaire. And then judge the scientific reliability and investigation of the questionnaire.RESULTS SERVQUAL Evaluation model is scientific and reliable, in addition to the pharmacist instrument, behavior, and drug flow and provide drug packaging, brochures, medication labels and complete three services beyond expectation of patients, other service failed to meet the needs of patients. CONCLUSION The SERVQUAL method could be used to evaluate the services quality of outpatient pharmacy, the mode and quality of outpatient pharmacy service still needs to be improved.
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WU Xue, ZHANG Li-fang, ZONG Yi, LIANG Jian-hua, CUI Wei, GAO Wei, ZHEN Jian-cun. The experience of Using Service Quality Model to Evaluate the Pharmaceutical Services for Outpatients. Chinese Pharmaceutical Journal, 2015, 50(10): 916-918.
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2015, Vol. 50 
