INTRODUCTION

Significance of the Study

We all need to visit a pharmacy or drug store at least occasionally due

to an injury, disease or just to stock up on vitamin & other supplements. The

Pharmacy & Drug Store Franchises market consists of neighborhood

pharmacies, large domestic or global drug store chains, supermarkets,

retailers with specific drug store departments and various pharmacy

chains. The Pharmacy & Drug Store Franchises market serves its clients a

range of prescription & over-the-counter medicines, toiletries, beauty products

& other forms of consumable goods. The players involved in this industry are

not independent but exactly like other retailers that operate under franchise

agreements. The terms & conditions specified in the franchise agreement

govern how these stores operate. While drug stores & pharmacies are

ubiquitous, the competition in the industry is extremely intense as retailers

have to adapt to rapidly changing trends around the world and seek to

enhance customer loyalty. There has been rapid growth in the 21st century in

the Pharmacy & Drug Store Franchises market.

The long term success of organizations depends on many factors. The

service sector organizations need to strive through service quality. These

organizations try to satisfy customers by providing best quality services.

Quality is considered to be main determinant of customers' satisfaction in both

manufacturing and service quality. As this research is restricted to service

sector and further to drugstore retail industry, only those variables are taken

that proved to be dimensions of service quality. The five dimensions identified

as part of the construct service quality are; tangibles, empathy, reliability,

responsiveness, and assurance found satisfied customers of retail sector have

high extent of usage and intentions to repurchase in future. Those firms

expecting to create and sustain advantages over competitors in this market

should be seeking to deliver a superior and service quality.