School of Pharmacy, Jimma University, Jimma, Ethiopia.
Department of Health Behavior, and Society, Jimma University, Jimma, Ethiopia.
PLoS One. 2022 Oct 6;17(10):e0275089. doi: 10.1371/journal.pone.0275089. eCollection 2022.
Satisfaction with pharmacy services has many implications, including the degree of interaction with health care providers, the type and quality of service provided, and the extent to which needs and desires are met. This study aimed to identify the dimensions of pharmacy services and quantify client satisfaction with them.
A quantitative cross-sectional study was employed to guide this study. Data were entered into Epi Data, exported to SPSS 26.0, and analyzed using exploratory factor analysis to identify the underlying dimensions of pharmacy service. The study was conducted between 14th August 2020 and 28th December 2020. For standardization and comparison purposes, items loaded onto each dimension were computed and rescaled, and descriptive statistics were used to summarize the results. Stepwise linear regression was performed to quantify the contribution of each dimension to overall satisfaction and to identify determinant variables for overall satisfaction. A 95% CI, and a P-value of < 0.05 were used for the declaration of statistical significance.
The mean overall satisfaction with pharmacy service was found to be (21.62±6.74)/30. There were eight dimensions of pharmacy service identified, and poor customer satisfaction was recorded for the premises and supply dimensions, with mean satisfaction of (12.08±8.49)/30 and (13.66±10.06)/30, respectively. The highest mean satisfaction was recorded with waiting time (24.24±6.54). Of the emergent dimensions, only four (supply, compassion and care, privacy, and premises) were predictors of overall satisfaction (P<0.05). The supply component was the strongest predictor of overall satisfaction, accounting for 20% of the variance in overall satisfaction. The number of prescribed and dispensed pharmaceuticals, marital status, and gender of participants also predicted overall satisfaction (P<0.05).
The survey uncovered eight underlying aspects of pharmacy services that influence client satisfaction. A significant gap was recorded with premises and supply chain-related components. These dimensions' contributions to total satisfaction were substantial in terms of practical relevance. As a result, improving the availability of pharmaceuticals and the infrastructure surrounding pharmacy services may enhance consumer satisfaction considerably. Stakeholders must work on addressing supply related and premises difficulties to increase client satisfaction.
对药学服务的满意度有很多影响因素，包括与医疗保健提供者的互动程度、提供的服务类型和质量，以及满足需求和愿望的程度。本研究旨在确定药学服务的维度，并量化客户对药学服务的满意度。
采用定量横断面研究指导本研究。数据输入 EpiData，导出到 SPSS 26.0，并使用探索性因子分析来识别药学服务的潜在维度。该研究于 2020 年 8 月 14 日至 12 月 28 日进行。为了标准化和比较目的，计算并重新调整了加载到每个维度的项目，并使用描述性统计来总结结果。进行逐步线性回归以量化每个维度对总体满意度的贡献，并确定总体满意度的决定变量。使用 95%CI 和 P 值<0.05 来宣布统计学意义。
发现药学服务的总体满意度平均为（21.62±6.74）/30。确定了八个药学服务维度，客户对药房和供应维度的满意度较低，平均满意度分别为（12.08±8.49）/30 和（13.66±10.06）/30。等待时间的平均满意度最高，为（24.24±6.54）。在出现的维度中，只有四个维度（供应、同情和关怀、隐私和药房）是总体满意度的预测因素（P<0.05）。供应成分是总体满意度的最强预测因素，占总体满意度方差的 20%。参与者的处方和配药数量、婚姻状况和性别也预测了总体满意度（P<0.05）。
调查揭示了影响客户满意度的八个药学服务的潜在方面。药房和供应链相关组件的记录存在显著差距。这些维度对总满意度的贡献在实际相关性方面是相当大的。因此，改善药品的可获得性和围绕药房服务的基础设施可能会大大提高消费者的满意度。利益相关者必须努力解决供应相关和药房问题，以提高客户满意度。
