School of Pharmacy, Pharmacy and Bank Building (A15), Camperdown Campus, The University of Sydney, Sydney, NSW, 2006, Australia.
School of Pharmacy, Pharmacy and Bank Building (A15), Camperdown Campus, The University of Sydney, Sydney, NSW, 2006, Australia.
Res Social Adm Pharm. 2019 Jun;15(6):673-681. doi: 10.1016/j.sapharm.2018.08.008. Epub 2018 Aug 17.
Consumer insights are vital to gain an understanding of service quality and enable its accurate measurement. Our team has previously developed a theory-based, qualitatively and quantitatively-informed service quality questionnaire for Australian community pharmacies with a price-focused marketing strategy (PFMS). The questionnaire assess 6 domains of service quality: Health and Medicines Advice, Non-Prescription Service, Relationship Quality, Technical Quality, Environmental Quality, and Health Outcomes.
The aim of this study was to validate the questionnaire through confirmatory factor analysis (CFA) using data from customers attending pharmacies with a service-focused marketing strategy (SFMS).
A 31 item questionnaire was administered to convenience sample of customers from 3 SFMS pharmacies. The collected data was analysed using CFA. Model parameters were estimated using the full information maximum likelihood (FIML) method. The model was revised on inspection of modification indices and fit statistics and tested for construct validity, construct reliability and measurement invariance.
A total of 319 responses were collected for CFA. On examination of the modification indices, 4 items were deleted. The fit statistics for the final model were as follows: Satorra-Bentler scaled χ = 211.4, df = 155, CFI = 0.96, TLI = 0.95, RMSEA = 0.031 (90% confidence interval = 0.016-0.042). Construct validity of all constructs was established from positive convergent and discriminant validity tests. The composite reliability values for all constructs were ≥0.7, thus confirming construct reliability. A positive test for strong invariance confirmed that the model constructs are comparable across regional and metropolitan settings, gender, age and education level.
This study has established the validity of the questionnaire as a measure of consumer perceptions of community pharmacy service quality. The tool can be applied in Australian community pharmacies in both metropolitan and regional settings to guide improvements in aspects of service provision.
消费者洞察对于了解服务质量并对其进行准确衡量至关重要。我们的团队此前开发了一种基于理论、定性和定量信息的澳大利亚社区药房服务质量问卷，该药房采用以价格为重点的营销策略（PFMS）。该问卷评估了服务质量的 6 个领域：健康和药品建议、非处方服务、关系质量、技术质量、环境质量和健康结果。
本研究的目的是通过使用具有服务为重点的营销策略（SFMS）的顾客的横断面数据进行验证性因子分析（CFA）来验证问卷。
从 3 家 SFMS 药房的便利样本中向顾客发放了一份 31 项问卷。使用 CFA 分析收集的数据。使用完全信息极大似然法（FIML）估计模型参数。根据修正指标和拟合统计量对模型进行修订，并检验构建有效性、构建可靠性和测量不变性。
共收集了 319 份用于 CFA 的回复。在检查修正指标时，删除了 4 项。最终模型的拟合统计量如下：Satorra-Bentler 标度 χ=211.4，df=155，CFI=0.96，TLI=0.95，RMSEA=0.031（90%置信区间=0.016-0.042）。通过正的收敛和判别有效性检验，确立了所有结构的构建有效性。所有结构的组合可靠性值均≥0.7，因此确认了构建可靠性。对强不变性的阳性检验证实，模型结构在区域和大都市环境、性别、年龄和教育水平方面是可比的。
本研究确立了该问卷作为衡量消费者对社区药房服务质量感知的有效性。该工具可应用于澳大利亚大都市和区域环境中的社区药房，以指导服务提供方面的改进。
