Workye Mulualem, Admasu Sewunet, Abura Tamrat, Belete Yared, Getaye Yonas, Teni Fitsum Sebsibe, Surur Abdrrahman Shemsu
Pharmaceutics and Social Pharmacy Unit.
Clinical Pharmacy Unit.
Integr Pharm Res Pract. 2015 Jan 28;4:1-12. doi: 10.2147/IPRP.S75819. eCollection 2015.
The aim of this study was to assess clients' level of expectation from and satisfaction with medicine retail outlets (MROs) in Gondar town, northwestern Ethiopia.
An institutions-based cross-sectional study was conducted from April 20 to May 5, 2014, by sampling five pharmacies and eight drug stores through simple random sampling. Clients, 424, who came to the MROs during the study period were included in the study. Data were collected using structured questionnaires measuring expectations and satisfaction of clients using a Likert scale of 1-5 through face-to-face interviews.
Out of the total 424 interview encounters, 422 (99.5% response rate) questionnaires were included in the analysis, of which 61.1% were of males. The overall mean expectation of respondents toward MRO setting and services was 3.82 and that of satisfaction of the respondents was 3.02. More than three-quarters (76.8%) of the respondents expected medicines in affordable prices from MROs, but nearly half (44.8%) were not satisfied with it. Much more than half (58.5%) of the respondents were dissatisfied with the comfort and convenience of private counseling area. Also, nearly half (47.6%) of the respondents claimed that pharmacy professionals did not provide information regarding the storage condition of medications. There was statistically significant difference in overall expectation (=2.707, =0.007) and satisfaction (=2.260, =0.024) with the setting and services of MROs between respondents who claimed to know the difference between a pharmacy and a drug store and those who claimed they did not.
Clients' expectation from MRO services was high, with average satisfaction. The overall expectation and satisfaction of the respondents toward MROs were lower in those who reported they did not know the difference between a pharmacy and a drug store than in those who claimed to know the difference. Supportive supervision by the town's health bureau on the MROs is recommended to help improve clients' satisfaction.
本研究旨在评估埃塞俄比亚西北部贡德尔镇客户对药品零售店（MRO）的期望水平和满意度。
2014年4月20日至5月5日进行了一项基于机构的横断面研究，通过简单随机抽样选取了五家药店和八家药房。纳入了在研究期间前往MRO的424名客户。通过面对面访谈，使用结构化问卷收集数据，该问卷采用1 - 5的李克特量表来衡量客户的期望和满意度。
在总共4,24次访谈中，422份问卷（回复率99.5%）纳入分析，其中61.1%为男性。受访者对MRO环境和服务的总体平均期望为3.82，满意度为3.02。超过四分之三（76.8%）的受访者期望MRO能提供价格合理的药品，但近一半（44.8%）对此不满意。超过一半（58.5%）的受访者对私人咨询区域的舒适度和便利性不满意。此外，近一半（47.6%）的受访者称药房专业人员未提供有关药品储存条件的信息。在声称知道药店和药房区别的受访者与声称不知道的受访者之间，对MRO环境和服务的总体期望（=2.707，=0.007）和满意度（=2.260，=0.024）存在统计学显著差异。
客户对MRO服务的期望较高，但满意度一般。报告不知道药店和药房区别的受访者对MRO的总体期望和满意度低于声称知道区别者。建议该镇卫生局对MRO进行支持性监督，以帮助提高客户满意度。
