A research on performance measurement of customer service level in pharmaceutical logistics

Logistics has become decisive side of competition stage and the most important component of component stage. Pharmaceutical logistics has the operations where manufacturers, wholesalers and pharmacies in pharmaceutical supply chain structure take roles as main actors in. At the same time, pharmaceutical logistics is the whole value-added activities to transport products to end-users. Precision in the drug industry makes the pharmaceutical logistics more important and this takes the pharmaceutical logistics more critical level in competition stage. Products of pharmaceutical industry which is shaped by legislation especially are made of logistics activities that contain many details and should be strictly fulfilled. Drug logistics or pharmaceutical logistics, must also benefit from the technology extensively. The use of drugs monitoring system is useful in the removal of the counterfeiting of drugs and taking security measures. Customer service functions that are common to the logistics and marketing are the most important added values in the whole processes. The importance of the level of customer service provided today arises at this stage because the competition level is very high. Logistics service levels and quality affect the customer satisfaction. Customer satisfaction is enjoying working with service providers to ensure continuity. For these reasons, as one of the largest and most expensive industry, pharmaceutical industry needs the logistics that has the role in all functional processes and the need of logistics makes that logistics services have to be provided to make a difference. Key Words: Pharmaceutical Industry, Logistics, Pharmaceutical Logistics, Customer Service Performance, SERVPERF