The Role of Patient Satisfaction and Pharmacy Performance: The Current Scenario in Saudi Arabia
Main Article Content
Keywords
consumer satisfaction, community pharmacies, saudi arabia
Abstract
Objective: The main aim of the study is to inspect the impact of pharmacy services features and its association with the consumer satisfaction visiting community pharmacies in Riyadh, Saudi Arabia. Methods: A descriptive analytical methodology was used, together with a quantitative approach based on a survey strategy. Riyadh’s whole population was represented in the research population. An online questionnaire was used to collect data. A suitable quota sample of 500 respondents was chosen, and 396 valid questionnaires were returned, providing a 79.2% effective response rate. Path analysis was used to test the study hypotheses. SPSS 21® version was utilized to perform descriptive and inferential statistical. Alpha value < .05 was deemed statistically meaningful. Results: Results of this study has shown that customer satisfaction is impacted by the type and quality of services offered by the community pharmacy, pharmacist attitude (C.R.=15.011, P<0.001) was found as the primary factor influencing patients as the key indicators of consumer satisfaction, followed by the medication teaching (C.R.=14.086, P<0.001), pharmacy location (C.R.=9.792, P<0.001), and service promptness (C.R.=5.337, P<0.001). In addition, the study establishes statistical evidence that patient satisfaction has a positive and significant effect on pharmacy performance (C.R.= 4.317, P<0.001). Conclusion: This study is exploring a very import aspect of the community pharmacy practice in Saudi Arabia. hence filling up the gaps in the research and emphasizing the elements linked to the implications of consumer satisfaction for the pharmaceutical industry in Riyadh. It is also among the first to investigate the relationship between community pharmacy performance and patient satisfaction.
References
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30. Albuhisi AM, Abdallah AB. The impact of soft TQM on financial performance: The mediating roles of non-financial balanced scorecard perspectives. International Journal of Quality & Reliability Management. 2018;35(7):1360-1379. https://doi. org/10.1108/IJQRM-03-2017-0036
31. Ayoub HF, Abdallah AB. The effect of supply chain agility on export performance: The mediating roles of supply chain responsiveness and innovativeness. Journal of Manufacturing Technology Management. 2019;30(5):821-839. https://doi. org/10.1108/JMTM-08-2018-0229
32. Nasaruddin Mahdzir M, Aniza I, Nor Faridah R, et al. Assessing the service quality of physiotherapy services: A cross sectional study at teaching hospitals in Klang Valley Malaysia. Malaysian Journal of Public Health Medicine. 2013;13(2):27-37.
33. Kevrekidis P, Minarikova D, Markos A, et al. Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines. Saudi pharmaceutical journal. 2018;26(1):33-43. https://doi. org/10.1016/j.jsps.2017.11.002
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36. Ala’Eddin KA, Alghamdi AS, Saleh SA. Factors influencing patient satisfaction with pharmacy services: an empirical investigation at king Fahd Armed Sorces Hospital. Saudi Arabia. International Journal of Business and Management. 2016;11(11): 272-280. https://doi.org/10.5539/IJBM.V11N9P272
37. Bahari MB, Ling YW. Factors contributing to customer satisfaction with community pharmacies in Malaysia”, Journal of Public Health, 2010;18:35–41. https://doi.org/10.1007/s10389-009-0280-7
2. Parker T, Tak R, Kim K, et al. Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey. Journal of the American College of Clinical Pharmacy. 2019;2(4): 335-342. https://doi.org/10.1002/jac5.1137
3. Curley L, Moody J, Gobarani R, et al. Is there potential for the future provision of triage services in community pharmacy. Journal of pharmaceutical policy and practice. 2016;9:1-22. DOI 10.1186/s40545-016-0080-8
4. Adepu R, Nagavi B. General practitioners’ perceptions about the extended roles of the community pharmacists in the state of Karnataka: A study. Indian journal of pharmaceutical sciences. 2006;68(1). https://link.gale.com/apps/doc/A146551704/ AONE?u=anon~e4a51ac5&sid=googleScholar&xid=539df1f1.
5. Connolly J, McGillivray S, Munro A, et al. How co-production and co-creation is understood, implemented and sustained as part of improvement programme delivery within the health and social care context in Scotland. University of the West of Scotland. 2020.
6. Azhar S, Hassali A, Ibrahim M, et al. The role of pharmacists in developing countries: the current scenario in Pakistan. Human Resources for Health. 2009;7(1):1-6. doi:10.1186/1478-4491-7-54
7. Barghouth D, Al-Abdallah M, Abdallah B. Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies. International Journal of Pharmaceutical and Healthcare Marketing. 2021;15(3):410-428. https:// doi.org/10.1108/IJPHM-03-2020-0017
8. Gül İ, Helvacıoğlu T, Saraçlı S. Service quality, outpatient satisfaction and loyalty in community pharmacies in Turkey: A structural equation modeling approach. Exploratory Research in Clinical and Social Pharmacy. 2023; 12:100361. https://doi. org/10.1016/j.rcsop.2023.100361
9. Razzaq A, Sulaiman A, Thomas S. Community pharmacy services in Middle Eastern Arab countries: consumers’ perspective. Egyptian Pharmaceutical Journal. 2021;22(1):11-17. DOI: 10.4103/epj.epj_162_22
10. Abu-Farha R, Alzoubi H, Alkhawaldeh R, et al. Public satisfaction with community pharmacists’ roles as healthcare providers: a cross-sectional study from Jordan. Journal of Pharmaceutical Health Services Research. 2023;14(1):42-48. https://doi. org/10.1093/jphsr/rmac058
11. Alanazi S, Shah S, Abbas G, et al. Assessing Patient Satisfaction with Community Pharmacy Services: A Large Regional Study at Punjab, Pakistan. Patient preference and adherence. 2023;17:13-22. https://doi.org/10.2147/PPA.S389053
12. Alshahrani F, Dighriri M. Patients’ Satisfaction with Medication Delivery Pharmacy Services in a Tertiary Hospital in Asir, Saudi Arabia: A Cross-Sectional Study. Cureus, 2023;15:2-11. https://doi.org/10.7759/cureus.48903
13. Mohamed E, Mahmoud A. Barriers for implementation of pharmaceutical care practice in community pharmacies in Sudan. Khartoum Medical Journal. 2016;7(1):921-931 .
14. Khudair F, Raza A. Measuring patients’ satisfaction with pharmaceutical services at a public hospital in Qatar. International journal of health care quality assurance. 2013;26(5):398-419. https://doi.org/10.1108/IJHCQA-03-2011-0025
15. Surur S, Teni S, Girmay G, et al. Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: a cross-sectional study. BMC health services research. 2015;15(1):1-8. https://doi.org/10.1186/ s12913-015-0900-6
16. Nuritasari A. Patient satisfaction analysis of pharmaceutical service quality in UMP dispensary. In Rev International Conference on Trends in Economics, Humanities and Management (ICTEHM’15). 2015:27-28. http://dx.doi.org/10.15242/ICEHM. ED0315121
17. Alturki M, Khan M. A study investigating the level of satisfaction with the health services provided by the Pharmacist at ENT hospital, Eastern Region Alahsah, Kingdom of Saudi Arabia. Saudi Pharmaceutical Journal. 2013;21(3):255-260. https://doi. org/10.1016/j.jsps.2012.09.001
18. Montero A, Feal B, Calvin M, et al. Quality perceived by outpatients at the pharmaceutical care clinic. Farmacia Hospitalaria. Organo Oficial de Expresion Cientifica de la Sociedad Espanola de Farmacia Hospitalaria. 2006;30(2):105-111. https://doi. org/10.1016/s1130-6343(06)73955-1
19. Mira J, Aranaz J. Patient satisfaction as an outcome measure in health care. Medicina clinica. 2000;114:26-33.
20. Bonnal L, Moinier X. Elements of pharmacy service and satisfaction: patient versus consumer. Journal of Applied Business Research. 2014;30(2):479. https://doi.org/10.19030/jabr.v30i2.8419
21. Chowdhury F, Sturm-Ramirez K, Al Mamun A, et al. Factors driving customers to seek health care from pharmacies for acute respiratory illness and treatment recommendations from drugsellers in Dhakacity. Patient Preference and Adherence. 2017;11:479-486. https://doi.org/10.2147/PPA.S121800
22. Marquez-Peiro F, Pérez-Peiro C. Evaluation of patient satisfaction in outpatient pharmacy. Farmacia Hospitalaria, 2008;32(2):71- 76. https://doi.org/10.1016/S2173-5085(08)70029-7
23. El Hajj S, Salem S, Mansoor H. Public’s attitudes towards community pharmacy in Qatar: a pilot study”, Patient Preference and Adherence. 2011;5(1):405-422. https://doi.org/10.2147/PPA.S22117
24. Merks P, Kazmierczak J, Olszewska E, et al. Comparison of factors influencing patient choice of community pharmacy in Poland and in the UK, and identification of components of pharmaceutical care. Patient Preference and Adherence. 2014;8:715-726. http://dx.doi.org/10.2147/PPA.S22117
25. Schommer C, Brown M, Millonig K Sogol M. Career pathways evaluation program: 2002 pharmacist profile survey. American Journal of Pharmaceutical Education. 2003;67(4):588.
26. Oparah C, Kikanme C. Consumer satisfaction with community pharmacies in Warri, Nigeria. Research in Social and Administrative Pharmacy. 2006;2(4):499-511. https://doi.org/10.1016/j.sapharm.2006.02.004
27. Desta M, Ayenew T, Sitotaw N, et al. Knowledge, practice and associated factors of infection prevention among healthcare workers in Debre Markos referral hospital. Northwest Ethiopia. BMC health services research. 2013;18(1):1-10. https://doi. org/10.1186/s12913-018-3277-5
28. Abdallah W, Johnson C, Nitzl C, et al. Organizational learning and patient safety: hospital pharmacy settings. Journal of Health Organization and Management. 2019;33(6):695-713. https://doi.org/10.1108/JHOM-11-2018-0319
29. Ghattas D, Al-Abdallah G. Factors affecting customers selection of community pharmacies: The mediating effect of branded pharmacies and the moderating effect of demographics. Management Science Letters. 2020;10(8):1813-1826. https://doi. org/10.5267/j.msl.2019.12.037
30. Albuhisi AM, Abdallah AB. The impact of soft TQM on financial performance: The mediating roles of non-financial balanced scorecard perspectives. International Journal of Quality & Reliability Management. 2018;35(7):1360-1379. https://doi. org/10.1108/IJQRM-03-2017-0036
31. Ayoub HF, Abdallah AB. The effect of supply chain agility on export performance: The mediating roles of supply chain responsiveness and innovativeness. Journal of Manufacturing Technology Management. 2019;30(5):821-839. https://doi. org/10.1108/JMTM-08-2018-0229
32. Nasaruddin Mahdzir M, Aniza I, Nor Faridah R, et al. Assessing the service quality of physiotherapy services: A cross sectional study at teaching hospitals in Klang Valley Malaysia. Malaysian Journal of Public Health Medicine. 2013;13(2):27-37.
33. Kevrekidis P, Minarikova D, Markos A, et al. Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines. Saudi pharmaceutical journal. 2018;26(1):33-43. https://doi. org/10.1016/j.jsps.2017.11.002
34. Hair G, Black B, Babin B, et al. Multivariate Data Analysis, 7th ed. Pearson, Upper Saddle River, NJ; 2010.
35. Soeiro OM, Tavares NU, Nascimento JD, et al. Patient satisfaction with pharmaceutical services in Brazilian primary health care. Revista de saude publica. 2017;51(21s). https://doi.org/10.11606/S1518-8787.2017051007145
36. Ala’Eddin KA, Alghamdi AS, Saleh SA. Factors influencing patient satisfaction with pharmacy services: an empirical investigation at king Fahd Armed Sorces Hospital. Saudi Arabia. International Journal of Business and Management. 2016;11(11): 272-280. https://doi.org/10.5539/IJBM.V11N9P272
37. Bahari MB, Ling YW. Factors contributing to customer satisfaction with community pharmacies in Malaysia”, Journal of Public Health, 2010;18:35–41. https://doi.org/10.1007/s10389-009-0280-7
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May 31, 2024
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The Role of Patient Satisfaction and Pharmacy Performance: The Current Scenario in Saudi Arabia. Pharm Pract (Granada) [Internet]. 2024 May 31 [cited 2024 Dec. 2];22(2):1-8. Available from: https://www.pharmacypractice.org/index.php/pp/article/view/3054
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How to Cite
1.
The Role of Patient Satisfaction and Pharmacy Performance: The Current Scenario in Saudi Arabia. Pharm Pract (Granada) [Internet]. 2024 May 31 [cited 2024 Dec. 2];22(2):1-8. Available from: https://www.pharmacypractice.org/index.php/pp/article/view/3054