Resumo

WALTON GODALES, Carmen Teresa  e  ALMAGUER MEDEROS, Luis Enrique. Design and validation of a scale to assess the customer's satisfaction in the Drug marketing and distribution company of Holguin. Rev. mex. cienc. farm [online]. 2013, vol.44, n.1, pp.33-38. ISSN 1870-0195.

The reception is a key step in the drug distribution process. A descriptive study was performed in order to assess the degree of satisfaction provided by the Reception area to Storage areas in the Drugs Marketing and Distributing Company in Holguin. For this purpose a scale was made and validated by the use of Delphi method. Globally, 61.0% of studied individuals were satisfied with the work in Reception area. It was shown that the service that Reception area offers to Storage areas attained the grade of "satisfactory", and that the parameters that impact more negatively on the satisfaction grade are the quality in the technical inspection and the quality in the store inspection.

Palavras-chave : drug distribution; Delphi method; drugs reception; customer's satisfaction.