Customers Perception Towards The Quality Of Services in Community Pharmacies in Amman-Jordan

Document Type : Original Article

Authors

Royal Medical Services, Pharmacy department, Amman-Jordan

Abstract

The purpose of this study was to measure customers perception towards the quality of services in community pharmacies in Amman-Jordan , through 30 community pharmacies were selected conveniently in Amman and were treated confidentially the quality of the services provided in these pharmacies was measured using the International Pharmaceutical Federation (FIP) working group standards by using face to face cross-sectional a questionnaire .the Results revealed good perception toward these services, high compliance with stage 1 FIP standards. Females perception was higher than males. More work is needed by our community pharmacies on stages 2 and 3 standards in order to increase customer perception. Also the study show. In stage 1, the researcher’s measurement was 79% lower than the pharmacist (91%) with a difference of (12%). In stage 2 the results were 66% and 76% respectively with a difference of 11% in measurement. In stage 3 the results were 62% and 70% respectively with a difference of 8%.
On other hand we measure the customers perception of quality of services in these pharmacies by using adapted servqual scale, in convenient sample of 100 customers (52 female, 48 male) the results show a good perception by average of 76%.( 78% female and 73% male), respectively. Implementation of online services and domiciliary services as well as participating in research projects and increasing the attention on behalf of Para pharmaceutical sections appeared to be useful.

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