Justification of indicators list for modeling the integral evaluation of customer service quality at a pharmacy
DOI:
https://doi.org/10.24959/uekj.18.14Keywords:
quality of service, pharmacy, customers, factor analysis, aggregated predictor features, correlation, factor loadingsAbstract
The problem of multicollinearity in complex indicator modeling of customer service quality at a pharmacy has been solved by reducing the sufficient number of potential predictors by identifying individual diagnostic features and generating aggregate indicators using factor analysis.
Aim. To create an informative and non-redundant set of indicators by reducing the size of potential predictive features space for (further) modeling an integrated quality assessment of customer service at pharmacy.
Results. Correlation between 26 potential predictive features that characterize the quality of service at the pharmacy has been investigated. As a result of the formation of synthetic indicators and the allocation of individual diagnostic features, the dimension of the input space is reduced by 2 times. It was identified one representative sign from related pairs of indicators assessments that characterize the availability of goods in the pharmacy, as well as the internal arrangement of the pharmacy for customer service. Using the factor analysis of the input structure, two characteristics of the additional conditions of customer service and related services were synthesized into a single indicator of the «factor of additional services». The aggregate indicator «factor of work of the personnel» has been constructed, taking into account in the complex of 11 professional and personal characteristics of the pharmacists serving visitors.
Conclusions. As a result of the research using the methods of correlation and factor analysis, a list of predictive indicators (11 individual indicators and 2 aggregates) was obtained, which laid the basis for further development of the model of the integral indicator of the service quality at the pharmacy.
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