Factors contributing to customer satisfaction with community pharmacies in Malaysia

Journal of Public Health

Volumn 18, Issue 1, 2010, Pages 35-41

  Bahari, Mohd Baidi ^a   Ling, Yip Wai ^a  

^a SCHOOL OF PHARMACEUTICAL SCIENCES   (Malaysia)

Author keywords

Community pharmacies; Customer satisfaction; Malaysia

Indexed keywords

GENERIC DRUG; NON PRESCRIPTION DRUG;

ARTICLE; COMMUNITY CARE; CONSUMER; CROSS-SECTIONAL STUDY; DRUG COST; FACTORIAL ANALYSIS; HUMAN; LANGUAGE; MALAYSIA; PATIENT SATISFACTION; PHARMACIST; PHARMACY; RATING SCALE; STRUCTURED QUESTIONNAIRE; TIME; VALIDITY;

EID: 74349099502     PISSN: 09431853     EISSN: None     Source Type: Journal    
DOI: 10.1007/s10389-009-0280-7     Document Type: Article

References (19)

1. ZU Barber M Ibrahim M Izham NI Bukhari 2005 Medicine utilization and pricing: the findings of a household survey Malaysia. Jorunal of Generic Medicine 3 1 47 61
2. E Bartlett M Grayson R Barker 1984 The effects of physician communication skills on patient satisfaction, recall and adherence J Chronic Dis 37 755 764 10.1016/0021-9681(84)90044-4 1:STN:280:DyaL2M%2FlsFertw%3D%3D 6501547 (Pubitemid 15180635)
3. L Crosby K Evans D Cowles 1990 Relationship quality in services selling: an interpersonal influence perspective J Marketing 54 68 81 10.2307/1251817
4. J Dearmin J Brenner R Miglini 1995 Reporting on QI efforts for internal and external customers J Quality Improv 21 277 288 1:STN:280: DyaK28%2Fgs1OgtQ%3D%3D
5. Farris KB, Starton SB, Samnani M, Samycia D (2000) How satisfied are your patients? Can Pharm J 10:32-36
6. Fried L (1998) New rite aid commercials highlight pharmacy advantages. Drug Store News: September 7; 3
7. JA Hall MC Dornan 1988 Meta-analysis of satisfaction with medical care: description of research domain and analysis of overall satisfaction levels Soc Sci Med 27 637 644 10.1016/0277-9536(88)90012-3 1:STN:280:DyaL1M7ks1artA%3D%3D 3067359 (Pubitemid 18231202)
8. M Kamei K Teshima N Fukushima T Nakamura 2001 Investigation of patients' demand for community pharmacies: relationship between pharmacy services and patient satisfaction Yakugaku Zasshi 121 3 215 220 10.1248/yakushi.121.215 1:CAS:528:DC%2BD3MXhslKqtrk%3D 11265116 (Pubitemid 32230373)
9. M Marquis A Davies J Ware 1983 Patient satisfaction and change in medical care provider: a longitudinal study Med Care 21 821 829 10.1097/00005650- 198308000-00006 1:STN:280:DyaL3s3ps1Wntw%3D%3D 6888031
10. N Nzekwe 2008 Developing the right marketing mis to promote pharmacy services The Pharm J 280 337 340
11. AC Oprah LC Kikanme 2006 Consumer satisfaction with community pharmacies in Warri, Nigeria Research in Social and Administrative Pharmacy 2 499 511 10.1016/j.sapharm.2006.02.004 (Pubitemid 44856380)
12. C Pasco 1983 Patient satisfaction in primary health care: a literature review and analysis Eval Program Plann 6 185 210 10.1016/0149-7189(83)90002-2
13. C Ross G Frommelt L Hazelwood 1987 The role of expectations in patient satisfaction with medical care J Health Care Market 7 16 26 1:STN:280: DyaL1c7hs1Ghsw%3D%3D
14. L Rossiter K Langwell T Wan M Rivnyk 1989 Patient satisfaction among elderly enrollees and disenrollees I Medicare health maintenance organization. Results from the National Medicare Competition Evaluation JAMA 262 57 63 10.1001/jama.262.1.57 1:STN:280:DyaL1M3otVWjsg%3D%3D 2659836 (Pubitemid 19170758)
15. JC Schommer SN Kucukarslan 1997 Measuring patient satisfaction with pharmaceutical services Am J Health Syst Pharm 54 2721 2732 1:STN:280: DyaK1c%2Fnt1Oquw%3D%3D 9408519
16. J Ware W Wright M Snyder G Chu 1975 Consumer perceptions of health care services: implications for academic medicine J Med Educ 50 839 848 1152021
17. JE Ware MK Snyder WR Wright 1983 Defining and measuring patient satisfaction with medical care Eval Program Plan 6 247 263 10.1016/0149-7189(83) 90005-8
18. GL Weiss 1988 Patient satisfaction with primary medical care evaluation of sociodemographic and predispositional factors Med Care 26 383 392 10.1097/00005650-198804000-00007 1:STN:280:DyaL1c7ntlOhsQ%3D%3D 3352331
19. Yi Y (1990) A critical review of consumer satisfaction. In: Zeithaml V (ed) Review of marketing. American Marketing Association, Chicago, Ill, pp 68-123