Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies
International Journal of Pharmaceutical and Healthcare Marketing
ISSN: 1750-6123
Article publication date: 11 June 2021
Issue publication date: 31 August 2021
Abstract
Purpose
This study aims to examine the effects of pharmacy service factors (namely, medication teaching, service promptness, pharmacist attitudes, medication supply and pharmacy location) on patient satisfaction with community pharmacies in Jordan and to explore the effect of patient satisfaction on pharmacy performance.
Design/methodology/approach
Descriptive analytical methodology, with a quantitative approach using survey strategy was applied. The study population represented the whole population of Jordan (2.033 million households). Data were collected using an online questionnaire. A convenient quota sample of 1,000 respondents was targeted; 502 valid questionnaires were returned, representing an effective response rate of 50.2%. The study hypotheses were tested using path analysis.
Findings
The results showed that the service factors contributing most significantly to patient satisfaction in Jordan are medication supply, pharmacist attitudes, medication teaching and service promptness, in descending order of influence. Meanwhile, the effect of pharmacy location on patient satisfaction proved to be insignificant. In addition, patient satisfaction proved to have a highly positive impact on pharmacy performance.
Originality/value
This study addresses a debatable issue in the literature regarding the influence that pharmacy service factors can have on patient satisfaction. In addition, to the best of the researchers’ knowledge, this is the first study to explore the proposed effects in Jordan. It is also one of the first to investigate the effect of patient satisfaction on community pharmacy performance.
Keywords
Citation
Barghouth, D., Al-Abdallah, G.M. and Abdallah, A.B. (2021), "Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 15 No. 3, pp. 410-428. https://doi.org/10.1108/IJPHM-03-2020-0017
Publisher
:Emerald Publishing Limited
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