PATIENT SATISFACTION ON GENERAL, INTERVENTION AND COGNITIVE SERVICES AMONG RETAIL PHARMACIES IN KOTA KINABALU, MALAYSIA
Journal Title: International Research Journal of Pharmacy (IRJP) - Year 2012, Vol 3, Issue 8
Abstract
The services of retail pharmacies in Malaysia are still lagging behind compared to those in some developed countries. Doctors are allowed to dispense prescription medication to their patients. Besides that, traditional Chinese practices and other retailers, are allowed to sell their medical products and over the counter medications. Thus, retail pharmacies have to compete with all the above medicine outlets to win the customers. The purpose of this study is to determine the patient satisfaction on retail pharmacy services such as general, intervention and cognitive services. Data was collected using convenience sampling from 250 respondents using structured questionnaire which consisted of 30 items. Reliability test was conducted using Cronbach’s alpha values and are of 0.643, 0.695 and 0.674 for General, Intervention and Cognitive services respectively. The results revealed that respondents were adequately satisfied with general, intervention and cognitive services. In addition there is no difference in opinion among male and female respondents. In Malaysia, there are three different types of retail pharmacies exist, namely independent pharmacies, chain pharmacies and franchised pharmacies. Further investigations in details are required to find out the relationship between services provided by different types of retail pharmacies and patient satisfaction.
Authors and Affiliations
Nagashekhara Molugulu , Ng Sze-Nee , David Matanjun , John Arnold Urban , Rathakrishnan Balan
Keywords
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