The 2001 National Pharmacy Consumer Survey

Stergachis, Andy; Maine, Lucinda L.; Brown, Lawrence M.

doi:10.1331/108658002763029535

Cited by 35 publications

(43 citation statements)

References 8 publications

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“…Sources consumers utilise include healthcare professionals, traditional media (television, newspapers, magazines), the Internet, specific consumer-directed information (package inserts or consumer medicine information leaflets (CMIs), consumer support groups and telephone support), and the knowledge and experience of family and friends [9][10][11][12][13][14][15]. The most frequently used resource identified in the above studies is a healthcare professional (usually doctors and pharmacists) although there is increasing use of the internet [12], and also a trend for reliance on the 'media' for health/medicine information [9,[12][13][14].…”

Section: Introductionmentioning

confidence: 99%

Ascertaining consumer perspectives of medication information sources using a modified repertory grid technique

2006

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Section: Introductionmentioning

confidence: 99%

Ascertaining consumer perspectives of medication information sources using a modified repertory grid technique

2006

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“…This may be a promising result for pharmaceutical companies, but in the same time it may contribute to the establishment of a continuous improvement of services in order to increase the customers' level of satisfaction. This study showed that the overall satisfaction of the respondents was lower than the satisfaction rate of USA (85% satisfaction level) [13]. The results suggest a high level of trust towards pharmacists, confirmed by a high percentage of respondents (39%) who stated that they have a favorite pharmacist who they constantly contact in order to receive pharmaceutical advices.…”

Section: Discussionmentioning

confidence: 64%

The Assessment of Romanian Customers’ Level of Satisfaction with Pharmaceutical Providers

Călin

Paula

Oniga

2015

Acta Medica Marisiensis

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The aim of the current study is to assess the level of satisfaction towards pharmaceutical services among Romanian customers. Moreover, we were interested in building the socio-demographical profile of a Romanian satisfied customer. The study has a transversal design and uses a quantitative approach. Data was collected at the national level in June 2012 by using Computer Assisted Telephone Interviews (CATI) and resulted in 1,478 valid questionnaires. Descriptive statistics were performed in order to properly present the sample of interest according to socio-demographic characteristics, as well as general attitudes towards pharmaceutical market. According to our analysis, only half of the respondents have a favorite pharmacy (50,4%). Regarding their level of satisfaction, the majority of respondents (53%) declared themselves as being quite satisfied with the pharmacy that they usually collaborate with, whereas 42% of respondents are very satisfied with their favorite pharmacies. According to our analysis, the most satisfied customer has the following socio-demographic characteristics: female (N=351), aged between 56 and 70 years old (N=259), having high school as the highest level of education (N=184), living in an urban area (N=343), having a monthly income of 501-1000 RON (N=217), married (N=396), having no chronic disease (N=312), having a family composed of two members (N=185). Customer's satisfaction represents a personal evaluation on the pharmaceutical services and providers and is an essential part of the quality of health care. Therefore, it is vital to assess the customer's expectation and satisfaction in order to ensure the success of the pharmaceutical company.Keywords: customer, satisfaction, pharmacy, services. IntroductionCustomer satisfaction has become an essential variable regardless of the type of market we may refer to. A good health status is essential to the quality of life. Moreover, the quality of health services is the starting point for improving each individual's health status [1]. Quality management aims to reach continuous quality improvement of health services by including quality planning, quality control, quality assurance, and quality improvement [2].In the context of pharmaceutical market, customerprovider interaction is influenced by both parties' expectations. Therefore, a higher degree of customer satisfaction regarding pharmaceutical services provided by a companies may lead to a stronger relationship [3]. Customer's satisfaction represents a personal evaluation on the pharmaceutical services and providers and is an essential part of the quality of health care [4]. Therefore, it is vital to assess the customer's expectation and satisfaction in order to ensure the success of the pharmaceutical company [5].Satisfaction refers to both the realities related to care that each customer interacts with and expectations and preferences towards products and services [6]. According to recent studies the most important factors that ensure a high level of quality of pharmaceutical servic...

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“…This finding is consistent with survey-based findings that found convenience to be ap rimaryc onsideration in consumers' choice of pharmacy. 7 The relationship between catchment status and beneficiary decision making diminished among heavier consumers of prescription medication, who werem orel ikely to use multiple types of pharmacies to obtain their medication. These findings are consistent with prior studies that found that maintenance medication users are skilled at identifying the most cost-effective source for each medication they use and more motivated to obtain each medication from the source that will minimize their own out-of-pocket expenses.…”

Section: Nn Discussionmentioning

confidence: 99%

Factors Associated With Choice of Pharmacy Setting Among DoD Health Care Beneficiaries Aged 65 Years or Older

Linton¹,

Garber²,

Fagan³

et al. 2007

JMCP

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The 2001 National Pharmacy Consumer Survey

Cited by 35 publications

References 8 publications

Ascertaining consumer perspectives of medication information sources using a modified repertory grid technique

Ascertaining consumer perspectives of medication information sources using a modified repertory grid technique

The Assessment of Romanian Customers’ Level of Satisfaction with Pharmaceutical Providers

Factors Associated With Choice of Pharmacy Setting Among DoD Health Care Beneficiaries Aged 65 Years or Older

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