Substantiation of the methodology of assessing the level of customer service of pharmaceutical companies

The article substantiates the relevance of customer service of pharmaceutical companies in view of the requirements of quality management standards and the specificity of medicines as a commodity. The insufficiency of theoretical and methodological elaboration of this issue in the scientific literature is proved. Some aspects on which researches were carried out, in particular in pharmacy are defined. The purpose of the study was to substantiate approaches to assess the level of customer service of pharmaceutical companies. An analysis of the factors in the interaction of drug manufacturers and their clients that cause dissatisfaction and termination of relations was conducted. It was found that among the non-price factors the most important are the factors of dissatisfaction with the level of service, namely dissatisfaction with the service life, improper storage of medicines, and low level of documentation of delivery. The functional directions of assessing the level of customer service of manufacturing pharmaceutical companies were determined - the quality of supplies, commercial services, transport and warehousing services, and information services. For each of the selected functional areas, a system of local evaluation indicators was selected by multi-stage filtering through questionnaires and correlation-regression analysis. The study proposes to use taxonomic analysis as a tool for assessing the level of customer service, the advantage of which is the aggregation of a large array of information and simplicity of results interpretation. Based on the proposed developments, an assessment of the level of customer service of the leading pharmaceutical companies of Ukraine - JSC << Farmak >>, JSC << Biolik >>, JSC << Lekhim >>, LLC FC << Health >>, PJSC << Chimpharmzavod << Red Star >>. It is established that the state of customer service in the studied domestic pharmaceutical companies is quite different, as the value of taxonomic integrated indicators ranges from 0.6 to 0.8. The article also proposes a scale for assessing the level of customer service by the value of the integrated indicator.