Users satisfaction regarding the service provided in community pharmacies
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Outros Autores: | , , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10198/9287 |
Resumo: | During the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community Pharmacies |
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Users satisfaction regarding the service provided in community pharmaciesSatisfaçãoUsuáriosAtendimento ao clienteMonitoramento farmacoterapiaFarmácias comunitáriasDuring the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community PharmaciesHorizon Research Publishing, USABiblioteca Digital do IPBPinto, Ana R.Machado, AndreiaGonçalves, ElisabeteSalsas, LuísVicente, TiagoRibeiro, Maria IsabelPinto, Isabel C.2014-02-05T10:50:19Z20142014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10198/9287engPinto, Ana R.; Machado, Andreia; Gonçalves, Elisabete; Salsa, Luís; Vicente, Tiago; Ribeiro, Maria Isabel; Pinto, Isabel C. (2014). Users satisfaction regarding the service provided in community pharmacies. Advances in Pharmacology and Pharmacy. ISSN 232-0036. 2, p. 18-292332-0036info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-01-16T12:11:37ZPortal AgregadorONG |
dc.title.none.fl_str_mv |
Users satisfaction regarding the service provided in community pharmacies |
title |
Users satisfaction regarding the service provided in community pharmacies |
spellingShingle |
Users satisfaction regarding the service provided in community pharmacies Pinto, Ana R. Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
title_short |
Users satisfaction regarding the service provided in community pharmacies |
title_full |
Users satisfaction regarding the service provided in community pharmacies |
title_fullStr |
Users satisfaction regarding the service provided in community pharmacies |
title_full_unstemmed |
Users satisfaction regarding the service provided in community pharmacies |
title_sort |
Users satisfaction regarding the service provided in community pharmacies |
author |
Pinto, Ana R. |
author_facet |
Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
author_role |
author |
author2 |
Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
author2_role |
author author author author author author |
dc.contributor.none.fl_str_mv |
Biblioteca Digital do IPB |
dc.contributor.author.fl_str_mv |
Pinto, Ana R. Machado, Andreia Gonçalves, Elisabete Salsas, Luís Vicente, Tiago Ribeiro, Maria Isabel Pinto, Isabel C. |
dc.subject.por.fl_str_mv |
Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
topic |
Satisfação Usuários Atendimento ao cliente Monitoramento farmacoterapia Farmácias comunitárias |
description |
During the last century, the pharmacy professionals have significantly being professionalized, the user is a high priority and not just limited to the sale of pharmaceuticals. As such, it is necessary to know the users, their needs and expectations, their opinions and preferences. This transversal study, observational, correlational, aimed to: determine the degree of satisfaction with the attendance in community pharmacies, if there is a relationship between factors of a personal nature (age and gender) and satisfaction, trying to identify which aspects improve in order to increase satisfaction levels. The sample consisted of 525 respondents. Data collection was conducted in the period from October 2012 to January 2013 in four locations in northern Portugal. It was used a questionnaire consisting of three parts: the first contained items of personal characterization, the second consisted of the scale "Pharmacy Services Questionnaire" (FSQ) validated for the Portuguese language, developed by Larson et al. (2002) and the last had questions about the respondents' opinion. The results showed that the degree of satisfaction with the services of community pharmacies was in majority an average to 39 % and good for 46,1% . Having in mind the factor by gender, females showed a higher degree of satisfaction. Regarding the age group, older users had the highest degree of satisfaction. It was concluded that, generally, community pharmacies bring a higher degree of satisfaction in the older and the female users. "How the pharmacy professionals explain possible side effects" and "how the pharmacy professional answers your questions.", are the two aspects that must be improved to achieve a higher degree of satisfaction. KEYWORDS Satisfaction, Users, Customer Service, Pharmacotherapy Monitoring, Community Pharmacies |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014-02-05T10:50:19Z 2014 2014-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10198/9287 |
url |
http://hdl.handle.net/10198/9287 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Pinto, Ana R.; Machado, Andreia; Gonçalves, Elisabete; Salsa, Luís; Vicente, Tiago; Ribeiro, Maria Isabel; Pinto, Isabel C. (2014). Users satisfaction regarding the service provided in community pharmacies. Advances in Pharmacology and Pharmacy. ISSN 232-0036. 2, p. 18-29 2332-0036 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Horizon Research Publishing, USA |
publisher.none.fl_str_mv |
Horizon Research Publishing, USA |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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repository.mail.fl_str_mv |
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1777301865370746880 |