SERVQUAL Evaluation of Drug Registration Administrative Acceptance Service Quality in China
DONG Min1,2, WU Zhi-ang1*
1. Shenyang Pharmaceutical University, Shenyang 110016, China; 2. Center for Drug Evaluation, National Medical Products Administration, Beijing 100022, China
Abstract：OBJECTIVE To sort out and evaluat the service quality key dimensions of drug registration administrative acceptance in China, find out the problem and then put forward corresponding suggestions, in order to enlighten the administrative acceptance management work. METHODS The evaluation dimensions of administrative acceptance service quality are sorted out by literauture research, referring PZB′s SERVQUAL evaluation table and Likert′s "five-point scale" to make the questionnaire, then using questionnaire to investigate and analyze the service quality. RESULTS Responsiveness, transparency and reliability have a great influence on the service quality of drug registration administrative acceptance,but its actual perceived value is lower than the original expectation.And the phenomenon has not received enough attention, it can reflected in the supervisions′ actual perceived value is higher than the administrative relative person. CONCLUSION The SERVQUAL evaluation model is suitable for the service quality evaluation of drug registration acceptance, and the authors put forward the suggestions to optimize the service quality from aspects of clarifying objectives, simplifying procedures and perfecting systems.
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2022, Vol. 57 
