A Survey on Customer Satisfaction with Community Pharmacies

Abstract

Background: Customer satisfaction with community pharmacies is one of the primary outcomes to be achieved, especially in Malaysia. Objective: To evaluate the customer satisfaction with community pharmacies and to identify the customer service needs in Klang. Method: A cross-sectional study design was used to assess the customer’s satisfaction with community pharmacies. The data was collected from the customers who are heading to the community pharmacies through a structured questionnaire, comprising four parts: demographics, customer service needs, elements related to customer satisfaction evaluation and finally, overall customer satisfaction with community pharmacies. The data was analysed by using Predictive Analytics Software (PASW) version 18. Results: In this study, a total of 412 respondents participated, and the majority of them were found to be satisfied with various aspects of community pharmacies. Significant results (p-value<0.01) obtained by age groups (>60 years) who visited pharmacies for health supplements and herbal consultation, as well as to seek diabetes education, blood glucose, blood pressure/cholesterol monitoring. In terms of education levels, uneducated persons demonstrated more satisfaction with smoking cessation activity. Additionally, the higher income group demonstrated better satisfaction with an attitude of pharmacies/pharmacists. Conclusion: It was concluded that the customer needs from the pharmacies are fulfilled. Majority of customers were willing to pay for services they received. Customer’s satisfaction was found to be more concerned to age and income status of the customers rather than education levels.