Clerfeuille Fabrice, Poubanne Yannick, Vakrilova Milena, Petrova Guenka
University of Nantes (I.A.E.), C.R.G.N.A., Tertre Juin, Saveol, 44240 Suce sur Erdre, France.
Res Social Adm Pharm. 2008 Sep;4(3):258-71. doi: 10.1016/j.sapharm.2007.06.020. Epub 2008 Aug 8.
A number of studies have shown the importance of consumers' satisfaction toward pharmacy services. The measurement of patient satisfaction through different elements of services provided is challenging within the context of a dynamic economic environment. Patient satisfaction is the result of long-term established habits and expectations to the pharmacy as an institution. Few studies to date have attempted to discern whether these changes have led to increased patient satisfaction and loyalty, particularly within developing nations.
The objective of this study was to evaluate the elements of the services provided in Bulgarian pharmacies and their contribution to consumer satisfaction using a tetra-class model. Three main hypotheses were tested in pharmacies to validate the model in the case of complex services. Additionally, the contribution of the different service elements to the clients' satisfaction was studied.
The analysis was based on a survey of customers in central and district pharmacies in Sofia, Bulgaria. The data were analyzed through a correspondence analysis which was applied to the results of the 752 distributed questionnaires.
It was observed that different dimensions of the pharmacies contribute uniquely to customer satisfaction, with consumer gender contributing greatly toward satisfaction, with type/location of pharmacy, consumer age, and educational degree also playing a part. The duration of time over which the consumers have been clients at a given pharmacy influences the subsequent service categorization.
This research demonstrated that the tetra-class model is suitable for application in the pharmaceutical sector. The model results could be beneficial for both researchers and pharmacy managers.
多项研究表明了消费者对药房服务满意度的重要性。在动态经济环境背景下，通过所提供服务的不同要素来衡量患者满意度具有挑战性。患者满意度是长期形成的对药房这一机构的习惯和期望的结果。迄今为止，很少有研究试图辨别这些变化是否导致患者满意度和忠诚度的提高，尤其是在发展中国家。
本研究的目的是使用四类模型评估保加利亚药房提供的服务要素及其对消费者满意度的贡献。在药房中测试了三个主要假设，以在复杂服务的情况下验证该模型。此外，还研究了不同服务要素对客户满意度的贡献。
该分析基于对保加利亚索非亚市中心和地区药房客户的调查。通过对应分析对752份分发问卷的结果进行数据分析。
观察到药房的不同维度对客户满意度有独特贡献，消费者性别对满意度有很大影响，药房类型/位置、消费者年龄和教育程度也起一定作用。消费者在特定药房作为客户的时间长短会影响后续的服务分类。
本研究表明四类模型适用于制药行业。该模型结果对研究人员和药房经理都可能有益。
