Survey of customer opinions toward the community pharmacy services
การสำรวจความคิดเห็นของผู้รับบริการต่องานบริการเภสัชกรรมชุมชน
Malee Rojpibulstit, D. of Clinical Pharmacy, F. of Pharmaceutical Sci., PSU.
Chaveewan Ratanajamitara, D. of Clinical Pharmacy, F. of Pharmaceutical Sci., PSU.
Nuttasiri Thanawuth, D. of Clinical Pharmacy, F. of Pharmaceutical Sci., PSU.
Corresponding e-mail : rmalee@ratree.psu.ac.th
Published : Songkla Med J 2000, 18(4) : 233-244
Key words : customer opinion, community pharmacy service, community pharmacist,
pharmacy, drugstore
The objectives of this survey were to determine the opinions of customers toward community pharmacy services and to evaluate how well the existing service level matched the customer expect-ations. The interviewer administered the questionnaires face-to-face to 421 customers after their
visits to randomly selected pharmacies in Songkhla province. The results revealed that most respond-ents knew and had ever experienced every area of community pharmacy practices except for drug compounding. From the perspective of customers' satisfaction and expectation level, on average, most respondents' ratings for every community pharmacy practice areas were moderate or extreme except for drug compounding. The existing community pharmacy practices almost achieved the customer expectations. In conclusion, most customers interviewed at pharmacies in Songkhla province had positive views toward community pharmacy services, with high level of satisfaction and expectation.
BACK