International Journal of Innovation and Applied Studies ISSN 2028-9324 Vol. 8 No. 2 Sep. 2014, pp. 451-467 © 2014 Innovative Space of Scientific Research Journals http://www.ijias.issr-journals.org/ Corresponding Author: Ebrahim KERAK 451 Assessment of the quality of the services provided by pharmaceutical representatives: Case of Moroccan delegates from the region of Salé Ebrahim KERAK 1 , Hicham LOUHOUDI 2 , and Mustapha OUARDOUZ 3 1 Professor at Faculty of Sciences and Techniques - Mohammedia, Hassan II Mohammedia - Casablanca University, Morocco 2 Medical Delegate, Laboratoire GALENICA, Sale, Morocco 3 Professor at Faculty of Sciences and Techniques - Tanger, Abdelmalek Essaadi University, Tanger, Morocco Copyright © 2014 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. ABSTRACT: In a context of increasing budgetary constraints, controlling health expenses becomes a necessity. One of the important actions is mastering the proper drug use by healthcare providers, patients and drug manufacturers. It's recommended to provide all necessary medical and economical information’s to scientific professionals with the required quality. The aim of this work is the assessment of the quality of the information and services provided by pharmaceutical representatives and measure the level of satisfaction of general practitioner and subsequently determine the adequate actions to help those representatives to play properly their role in improving the health care system. The study was conducted among general practitioner in the region of Salé through a survey. The results showed that overall doctors find useful medical information provided by medical representatives, even if the scientific level of this information and those visitors is low (63%). The practitioners note also that the ethics of the delegates is excellent. The overall satisfaction of respondents in the study is significant (88%). Improvement actions have to be undertaken by the pharmaceutical industry to improve the content of the medical visit, which is rather focused on business than in scientific information. The competence of the pharmaceutical industry representatives have to be improved, especially because professionals are becoming more demanding with development of new innovative products (genetics, cell biology, molecular imaging ...). KEYWORDS: quality, quality of services, pharmaceutical industry, pharmaceutical representatives, Morocco. 1 INTRODUCTION The Moroccan pharmaceutical industry is an important pillar of the national economy and it is a growing sector due to acquired technology, its competence is recognized by the World Health Organization and its performance both in the produced volume and high quality of its products [1]. According to the statistics of the Moroccan Association of the Pharmaceutical Industry (AMIP), in 2011 this pole had 32 laboratories, nearly 70% are backed by international groups, 40 000 direct and indirect jobs with a frame rate 20%, more than 290 million units with cover nearly 70% of local needs of drugs against only 15% in the sixties and a revenue generated of more than 8milliards of DHs. In terms of quality control, drugs industry in Morocco is subjected to four levels of control. The first one is conducted by the manufacturer itself, the second by the license provider who has its own requirements and the other two by the National