The role of perceived service quality and price competitiveness on consumer patronage of and intentions towards community pharmacies

Carter, Stephen; Ahmed, Atef Mudarris; Schneider, Carl R.

doi:10.1016/j.sapharm.2023.02.002

Cited by 7 publications

(1 citation statement)

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“…Research in various industries underscores the correlation between service quality and customer satisfaction, highlighting its pivotal role in fostering customer loyalty. Studies in the cellular phone industry (Thapa & Yogi, 2024), community pharmacies (Carter et al, 2023), travel sector (Octavia et al, 2024), and logistics services (Prastyorini et al, 2023) consistently demonstrate the strong linkage between service quality and customer satisfaction. Moreover, research in different sectors, including cutting tool manufacturing (Supriyanto & Dahlan, 2024), electrical engineering (Ihdina Gustina et al, 2023), community pharmacies (Gül et al, 2023), the restaurant industry (Cankül et al, 2024); (Merdekawati, 2023), and green practices (González-Viralta et al, 2023), affirm the positive impact of customer satisfaction on loyalty, delineating a clear cause-effect relationship.…”

Section: Introductionmentioning

confidence: 98%

Service Quality, Patient Satisfaction, and Improvement Indicators

Mabini Jr.,

Narsico,

Narsico

2024

IJMABER

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The study delves into the intricate symbiotic relationship between service providers and customers, which becomes increasingly complex amid competitive landscapes. It counts on the service provider’s capability to deliver exceptional service that fosters a unique customer satisfaction that not only encourages repeat patronage but also prompts referrals to others. The study sought to determine the presence of a correlation between the quality of service delivered by medical staff and patients' satisfaction levels by using the SERVQUAL model with 22 slightly modified indicators spread across five service quality dimensions that include reliability, assurance, tangibles, empathy, and responsiveness. The research was conducted within the confines of a hospital in Cebu. 314 patisents consented to participate in the data collection process. A survey was conducted to gather data on service delivery and another was conducted for patient satisfaction. Multiple regression analysis and Dublin-Watson test were used to compute correlations and Analysis of Variance (ANOVA) was used to compute the significance of difference. The following items are the findings. The five dimensions of service quality are above average and the service quality rating in its entirety was 3.756. Patient satisfaction was above average with a rating of 3.131. All the service quality dimensions were statistically correlated with patient satisfaction. Service quality in its entirety was statically correlated with patient satisfaction. There was a significant difference between service quality in its entirety and patient satisfaction. Finally, the ratings suggest that improvements were needed in all service dimensions, and because of high patient expectations improvements are both necessary and urgent.

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Section: Introductionmentioning

confidence: 98%

Service Quality, Patient Satisfaction, and Improvement Indicators

Mabini Jr.,

Narsico,

Narsico

2024

IJMABER

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Osteoporosis screening in Australian community pharmacies: A mixed methods study

Phuong,

Moles,

Mason

et al. 2024

Health Prom J of Aust

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Issues AddressedOsteoporosis and poor bone health impact a large proportion of the Australian population, but is drastically underdiagnosed and undertreated. Community pharmacies are a strategic location for osteoporosis screening services due to their accessibility and the demographic profile of customers. The aim of this study was to develop, implement and evaluate a community pharmacy health promotion service centred on encouraging consumers to complete an anonymous osteoporosis screening survey called Know Your Bones.MethodsThe implementation process was documented using the REAIM (reach, effectiveness, adoption, implementation, maintenance) framework. Uptake of the Know Your Bones screening tool was monitored anonymously with website traffic. Surveys and interviews were designed to capture consumer outcomes after screening. Semi‐structured interviews were conducted with Australian community pharmacy stakeholders during design and implementation phases to explore their perspectives of the barriers and facilitators.ResultsThe service was implemented in 27 community pharmacies. There were 448 visits to the screening website. Interviews were conducted with 41 stakeholders. There were a range of factors that appeared to influence implementation of the service. Perceived acceptability was critical, which depended on staff training, pharmacists' altruism, and remuneration. Staff relied heavily on their existing close relationships with consumers. No consumers completed non‐anonymous surveys or agreed to participate in interviews post‐screening.ConclusionUsing an implementation science approach, a community pharmacy osteoporosis screening service for the Australian context was designed and found to be acceptable to pharmacy staff and effective in reaching the target population.So What?This low‐cost and non‐invasive health promotion has potential to sustainably increase national screening rates for osteoporosis.

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