Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

https://doi.org/10.22146/jmpf.90552

Rizka Prita Yuliani(1*), Fathul Muin(2), Muhammad Junaid Farrukh(3), Prasojo Pribadi(4)

(1) Department of Pharmaceutics, Faculty of Pharmacy, Universitas Gadjah Mada, Yogyakarta
(2) Department of Pharmaceutics, Faculty of Pharmacy, Universitas Gadjah Mada, Yogyakarta
(3) Faculty of Pharmaceutical Sciences, USCI University Malaysia, Malaysia
(4) Faculty of Health Sciences, Universitas Muhammadiyah Magelang, Central Java
(*) Corresponding Author

Abstract


Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.

Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.

Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study.  

Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).

Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.


Keywords


community pharmacy; customer satisfaction; pharmaceutical services; service quality

Full Text:

PDF


References

  1. Kotler P, Armstrong G. Principles of Marketing. Seventeenth edition. Pearson Higher Education; 2018.
  2. Pribadi P, Satibi, Susi Ari Kristina, Suci Paramitasari Syahlani. Building Patient Loyalty in Pharmacy Service: A Comprehensive Model. Indonesian J Pharm. Published online June 28, 2021:241-250. doi:10.22146/ijp.1326
  3. Ismail A, Gan YN, Ahmad N. Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application. Suppiah V, ed. PLoS ONE. 2020;15(11):e0241082. doi:10.1371/journal.pone.0241082
  4. Al-Abri R, Al-Balushi A. Patient Satisfaction Survey as a Tool Towards Quality Improvement. Oman Med J. 2014;29(1):3-7. doi:10.5001/omj.2014.02
  5. Salehi A, Jannati A, Nosratnjad S, Heydari L. Factors influencing the inpatients satisfaction in public hospitals: a systematic review. Bali Med J. 2018;7(1):17. doi:10.15562/bmj.v7i1.533
  6. Pinto AR, Machado A, Gonçalves E, et al. Users Satisfaction Regarding the Service Provided in Community Pharmacies. app. 2014;2(2):18-29. doi:10.13189/app.2014.020202
  7. Saraswati MS, Kristina SA, Zulkarnain AK. PERCEIVED SERVICE QUALITY AND PATIENT SATISFACTION AT PHARMACY DEPARTMENT IN YOGYAKARTA, INDONESIA. Int J Pharm Pharm Sci. 2018;10(2):42. doi:10.22159/ijpps.2018v10i2.22018
  8. Lim A, Kim S. Nurses’ ethical decision-making during end of life care in South Korea: a cross-sectional descriptive survey. BMC Med Ethics. 2021;22(1):94. doi:10.1186/s12910-021-00665-9
  9. Kristina, S., Lienaningrum, Amadea Sylva, Aditama, Hardika. Assessing Patient Satisfaction with Community Pharmacy Services in Yogyakarta, Indonesia. IJPR. 2021;13(01). doi:10.31838/ijpr/2021.13.01.652
  10. Traverso ML, Salamano M, Botta C, Colautti M, Palchik V, Pérez B. Questionnaire to assess patient satisfaction with pharmaceutical care in Spanish language. International Journal for Quality in Health Care. 2007;19(4):217-224. doi:10.1093/intqhc/mzm014
  11. Olave Quispe SY, Traverso ML, Palchik V, et al. Validation of a patient satisfaction questionnaire for services provided in Spanish community pharmacies. International Journal of Clinical Pharmacy. 2011;33(6):949-957. doi:10.1007/s11096-011-9566-2
  12. Ayele Y, Hawulte B, Feto T, Basker GV, Bacha YD. Assessment of patient satisfaction with pharmacy service and associated factors in public hospitals, Eastern Ethiopia. SAGE Open Medicine. 2020;8:205031212092265. doi:10.1177/2050312120922659
  13. Hosmer DW, Lemeshow S, Sturdivant RX. Applied Logistic Regression. 1st ed. Wiley; 2013. doi:10.1002/9781118548387
  14. Goben KW, Abegaz ES, Abdi ST. Patient satisfaction and associated factors among psychiatry outpatients of St Paulo’s Hospital, Ethiopia. General Psychiatry. 2020;33(1):1-8. doi:10.1136/gpsych-2019-100120
  15. Kassam R, Collins, Berkowitz. Patient satisfaction with pharmaceutical care delivery in community pharmacies. PPA. Published online April 2012:337. doi:10.2147/PPA.S29606
  16. Alhomoud F, Kunbus A, Ameer A, Alhomoud F. Quality Assessment of community pharmacy services provided in the United Arab Emirates: patient experience and satisfaction. J App Pharm Sci. Published online 2016:017-023. doi:10.7324/JAPS.2016.60303
  17. Mináriková D, Malovecká I, Lehocká Ľ, Snopková M, Foltán V. The Assessment of Patient Satisfaction and Attendance of Community Pharmacies in Slovakia. European Pharmaceutical Journal. 2016;63(2):23-29. doi:10.1515/afpuc-2016-0002
  18. Aziz M, Ji W, Masood I, et al. Patient Satisfaction with Community Pharmacies Services: A Cross-Sectional Survey from Punjab; Pakistan. IJERPH. 2018;15(12):2914. doi:10.3390/ijerph15122914
  19. Alotaibi NH, Alzarea AI, Alotaibi AM, et al. Exploring satisfaction level among outpatients regarding pharmacy facilities and services in the Kingdom of Saudi Arabia; a large regional analysis. Pastakia SD, ed. PLoS ONE. 2021;16(4):e0247912. doi:10.1371/journal.pone.0247912
  20. Nasrul Wathoni, Susi Afrianti Rahayu. A survey of consumer expectation in community pharmacies in Bandung, Indonesia. J app pharm sci. 2014;4(1):84-90. doi:10.7324/JAPS.2014.40114
  21. BPS Statistic Indonesia. BPS Provinsi D.I. Yogyakarta. Published 2021. Accessed January 21, 2024. https://yogyakarta.bps.go.id/statictable/2020/08/12/146/jumlah-desa-kelurahan-yang-memiliki-sarana-kesehatan-menurut-kabupaten-kota-di-provinsi-di-yogyakarta-2018-.html
  22. BPS Statistic Indonesia. BPS Provinsi Jawa Tengah. Published 2021. Accessed January 21, 2024. https://jateng.bps.go.id/statictable/2021/04/16/2463/banyak-dan-jenis-sarana-distribusi-obat-yang-diperiksa-menurut-kabupaten-kota-provinsi-di-jawa-tengah-2020.html
  23. Khalaf Ahmad AM, Alghamdi MAS, Alghamdi SAS, Alsharqi OZ, Al-Borie HM. Factors Influencing Patient Satisfaction with Pharmacy Services: An Empirical Investigation at King Fahd Armed Forces Hospital, Saudi Arabia. IJBM. 2016;11(9):272. doi:10.5539/ijbm.v11n9p272
  24. Barghouth D, Al-Abdallah GM, Abdallah AB. Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies. International Journal of Pharmaceutical and Healthcare Marketing. 2021;15(3):410-428. doi:10.1108/IJPHM-03-2020-0017
  25. Widowati IGAR, Zamroni M. Indonesia Facing Challenges of Pharmaceutical Care Implementation in Community Pharmacies: A Legal Perspective. Jurnal Hukum Prasada. 2023;10(2):69-79. doi:10.22225/jhp.10.2.2023.69-79
  26. Ayele Y, Hawulte B, Feto T, Basker GV, Bacha YD. Assessment of patient satisfaction with pharmacy service and associated factors in public hospitals, Eastern Ethiopia. SAGE Open Medicine. 2020;8:205031212092265. doi:10.1177/2050312120922659
  27. Yang S, Kim D, Choi HJ, Chang MJ. A comparison of patients’ and pharmacists’ satisfaction with medication counseling provided by community pharmacies: a cross-sectional survey. BMC Health Serv Res. 2016;16(1):131. doi:10.1186/s12913-016-1374-x
  28. Jande M, Liwa A, Kongola G, Justin-Temu M. Assessment of Patient Satisfaction with Pharmaceutical Services in Hospital Pharmacies in Dar es Salaam, Tanzania. East and Central African Journal of Pharmaceutical Sciences. 2013;16(1):24-30. doi:10.4314/ecajps.v16i1
  29. Tran VD, Dorofeeva VV, Loskutova EE, et al. Elderly consumers’ satisfaction with the quality of community pharmacy services in Ho Chi Minh City, Vietnam: a Q-methodology study. PHAR. 2020;67(4):303-309. doi:10.3897/pharmacia.67.e56511
  30. Bratkowska K, Religioni U, Krysiński J, Merks P. Quality of Pharmaceutical Services in Independent Pharmacies and Pharmacy Chains in Poland from the Patient Perspective. PPA. 2020;Volume 14:2459-2467. doi:10.2147/PPA.S284014
  31. El-Sharif S, Alrahman N, Khaled N, Sayah N, Gamal E, Mohamed A. Assessment of patient’s satisfaction with pharmaceutical care services in community pharmacies in the United Arab Emirates. Arch Pharma Pract. 2017;8(1):22. doi:10.4103/2045-080X.199615
  32. Ilardo ML, Speciale A. The Community Pharmacist: Perceived Barriers and Patient-Centered Care Communication. IJERPH. 2020;17(2):536. doi:10.3390/ijerph17020536
  33. Clifford Bleustein MD, David B. Rothschild BS, Andrew Valen MHA, Eduardas Valaitis P, Laura Schweitzer MS, Raleigh Jones MD. Wait Times, Patient Satisfaction Scores, and the Perception of Care. 2014;20. Accessed November 2, 2023. https://www.ajmc.com/view/wait-times-patient-satisfaction-scores-and-the-perception-of-care
  34. A Peter O. Assessment of Patient Satisfaction with Pharmaceutical Services in Community Pharmacies in Bayelsa State South- South of Nigeria. GJPPS. 2017;2(3). doi:10.19080/GJPPS.2017.02.555589
  35. Druică E, Ianole-Călin R, Băicuș C, Dinescu R. Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption. Healthcare. 2021;9(5):562. doi:10.3390/healthcare9050562
  36. Soeiro OM, Tavares NUL, Júnior JM do N, et al. Patient satisfaction with pharmaceutical services in Brazilian primary health care. Revista de Saúde Pública. 2017;51:21s-21s. doi:10.11606/S1518-8787.2017051007145
  37. Van Rensburg AJ, Kotze I, Lubbe MS, Cockeran M. An elderly, urban population: Their experiences and expectations of pharmaceutical services in community pharmacies. Health SA Gesondheid. 2017;22:241-251. doi:10.1016/j.hsag.2016.12.002
  38. Chen X, Orom H, Hay JL, et al. Differences in Rural and Urban Health Information Access and Use. The Journal of Rural Health. 2019;35(3):405-417. doi:10.1111/jrh.12335
  39. Howarth HD, Peterson GM, Jackson SL. Does rural and urban community pharmacy practice differ? A narrative systematic review. International Journal of Pharmacy Practice. 2020;28(1):3-12. doi:10.1111/ijpp.12567
  40. Iskandar K, Hallit S, Bou Raad E, Droubi F, Layoun N, Salameh P. Community pharmacy in Lebanon: A societal perspective. Pharm Pract (Granada). 2017;15(2):893-893. doi:10.18549/PharmPract.2017.02.893
  41. Surur AS, Teni FS, Girmay G, Moges E, Tesfa M, Abraha M. Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study. BMC Health Serv Res. 2015;15(1):229. doi:10.1186/s12913-015-0900-6
  42. Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of patient satisfaction: a systematic review. Perspect Public Health. 2017;137(2):89-101. doi:10.1177/1757913916634136
  43. Malewski DF, Ream A, Gaither CA. Patient satisfaction with community pharmacy: Comparing urban and suburban chain-pharmacy populations. Research in Social and Administrative Pharmacy. 2015;11(1):121-128. doi:10.1016/j.sapharm.2014.05.001
  44. Nosratnejad S, Rashidian A, Mehrara M, Akbari Sari A, Mahdavi G, Moeini M. Willingness to pay for the social health insurance in Iran. GJHS. 2014;6(5):p154. doi:10.5539/gjhs.v6n5p154



DOI: https://doi.org/10.22146/jmpf.90552

Article Metrics

Abstract views : 1774 | views : 1484

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

©Jurnal Manajemen dan Pelayanan Farmasi
Faculty of Pharmacy
Universitas Gadjah Mada
Creative Commons License
View My Stats