Factors contributing to customer satisfaction with community pharmacies in Malaysia
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To determine the factors affecting customer satisfaction with community pharmacies.
A cross-sectional survey was carried out among randomly selected customers who visited 30 community pharmacies in Kuala Lumpur, Malaysia. Data were collected using structured questionnaires consisting of 7 questions related to customer demographics and 29 items related to customer satisfaction. Descriptive statistics, factor analysis, independent samples t-tests and one-way ANOVA were used for data analysis.
A total of 393 out of 1,200 (32.75%) questionnaires distributed were completed and collected. The respondents comprised 46.6% Malay, 41.5% Chinese, 9.9% Indian and 2% other races. The four most influential variables affecting customer satisfaction are convenient hours, availability of OTC drugs and a variety of products, pricing and the attitude of the pharmacy/pharmacist. It was found that elderly and unemployed groups have a significant influence upon satisfaction (p < 0.01).
The study concluded that there are four main factors affecting customer satisfaction towards community pharmacy services in Malaysia. In addition, the elderly and unemployed groups are more concerned about their health.
KeywordCustomer satisfaction Community pharmacies Malaysia
Conflict of interest
The authors disclose any relevant association that might pose a conflict of interest.
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