1. A Survey of Factors Influencing Customer Satisfaction at Dispensing Pharmacies
- Subjects
患者満足度 ,customer satisfaction ,待ち時間 ,対応 ,dispensing pharmacies ,調剤薬局 ,waiting time ,処方せん薬の説明 ,explanation about the medicines ,staff responses - Abstract
What kind of service satisfies customers in dispensing pharmacies in the process of dispensing prescriptions and providing pharmaceutical information about their medicines? In order to clarify the major factors involved in customer satisfaction, this study analyzed the factors influencing overall satisfaction based on a random questionnaire-style survey of 130 dispensing pharmacies and 24107 customers (valid responses＝15034, 62.4%) in one week in November, 2005. The results in descending order were staff responses (standard coefficient＝0.456), explanation about the medicines (0.162), waiting time (0.108), kindliness (0.091), neat appearance of staff(0.084), greetings from the stuff(0.058), age (0.038), and language used by the stuff(0.021). From these results, we suggest that to raise customer satisfaction in dispensing pharmacies, it is necessary to improve the explanation about the prescribed medicines and the waiting time, as well as the overall response from the staff., Article, 信州医学雑誌 55(6): 327-332(2007)
- Published
- 2007