Oparah Azuka C, Kikanme Luke C
Department of Clinical Pharmacy & Pharmacy Practice, University of Benin, PMB 1154, Benin City, Nigeria.
Res Social Adm Pharm. 2006 Dec;2(4):499-511. doi: 10.1016/j.sapharm.2006.02.004.
Consumer satisfaction is likely to affect the image of the pharmacist and pharmacy profession. Efforts should not only be made to track consumer satisfaction with pharmacy services but also to improve it where needed.
To investigate consumer satisfaction with community pharmacies in a Nigerian city.
A cross-sectional survey of a consecutive sample of 700 pharmacy consumers at 35 randomly selected community pharmacies was conducted. Data were gathered on consumer demographics and their satisfaction with the community pharmacies using a 32-item rated instrument that combined pharmaceutical care and traditional pharmacy items. Descriptive statistics was computed on sample characteristics and the questionnaire items. Inferential statistics used Student's t test and one-way ANOVA.
The response rate for the survey was 71.9% (503/700). Cronbach's alpha test of reliability was computed to be 0.980. Of the respondents, 298 (59.2%), 284 (56.5%), and 101 (20.1%) rated their satisfaction as excellent regarding availability of genuine drugs, the pharmacist, and household consumer goods, respectively. The mean total score for pharmaceutical care items was found to be 3.50+/-1.32, while the mean total score for traditional pharmacy items was computed to be 3.56+/-1.34 (midpoint=3, range=1 to 5). Consumers' income status was associated with their satisfaction, with the lower income earners experiencing higher satisfaction (F=2.668, P=.050).
Consumers in this survey experienced moderate service satisfaction with their community pharmacy encounters. The consumers were most satisfied with the pharmacists' professional attitude but dissatisfied with the provision of nondrug services in the community pharmacy. These services are mainly health promotion activities that are advocated under pharmaceutical care philosophy. There is an opportunity for the community pharmacies to introduce new services and enhance their consumer loyalty.
消费者满意度可能会影响药剂师和药学专业的形象。不仅应努力跟踪消费者对药学服务的满意度，还应在需要时加以改进。
调查尼日利亚一个城市的社区药房消费者满意度。
对35家随机选择的社区药房中连续抽取的700名药房消费者进行横断面调查。使用一份包含32个项目的评分工具收集消费者人口统计学数据及其对社区药房的满意度，该工具结合了药学服务和传统药房项目。对样本特征和问卷项目进行描述性统计。推断性统计采用学生t检验和单因素方差分析。
调查的回复率为71.9%（503/700）。计算得出Cronbach's alpha信度检验值为0.980。在受访者中，分别有298人（59.2%）、284人（56.5%）和101人（20.1%）对正品药品的可获得性、药剂师和家庭消费品的满意度评价为优秀。药学服务项目的平均总分被发现为3.50±1.32，而传统药房项目的平均总分经计算为3.56±1.34（中点=3，范围=1至5）。消费者的收入状况与他们的满意度相关，低收入者的满意度更高（F=2.668，P=0.050）。
本次调查中的消费者对其社区药房的体验满意度中等。消费者对药剂师的专业态度最满意，但对社区药房提供的非药品服务不满意。这些服务主要是药学服务理念所倡导的健康促进活动。社区药房有机会引入新服务并提高消费者忠诚度。
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