Service quality and perceived customer value in community pharmacies

Guhl, Dennis; Blankart, Katharina; Stargardt, Tom

doi:10.1177/0951484818761730

Cited by 25 publications

(31 citation statements)

References 52 publications

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“…The items are presented in Table 1 and they serve as a formative basis for variables with a proven significant impact on the perceived customer value for community pharmacy services [ 62 ]. The perceived customer value further influences consumer satisfaction and consumer loyalty, with a more salient effect in pharmacy services by comparison with other service-intensive industries [ 24 ].…”

Section: Methodsmentioning

confidence: 99%

Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

et al. 2021

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Patient’s satisfaction with community pharmacy services, and patients’ trust in the information received in community pharmacies are important drivers of pharmaceutical care adoption. An online questionnaire assessing patient satisfaction with the services received in pharmacies and trust in the pharmacist’s advice, along with their determinants, was administered to 343 Romanian chronic and non-chronic patients. Using various statistical tests, exploratory factor analysis, and robust regression we explored determinants of satisfaction and trust. We found that satisfaction with services is predicted by pharmacists’ attitude (β = 631, p < 0.001), low waiting time (β = 0.180, p < 0.001), affordable cost of the drugs (β = 0.09, p = 0.009), and drug availability (β = 0.157, p < 0.001). At the same time, trust in the information received is driven by pharmacists’ attention (β = 0.610, p < 0.001), whether the patient received precautionary information (β = 0.425, p < 0.001), low waiting time (β = 0.287, p < 0.001), and whether the respondent is a chronic patient or not (non-chronic patients express more trust, β = 0.328, p = 0.04). Our study expands the existing paradigm that sees trust as a simple predictor of satisfaction by showing that trust and satisfaction are predicted by different variables, and thus they should be addressed using different strategies. In fact, we found that they share only one predictor—waiting time, highly significant in both cases. Our findings show that, without prioritizing trust in the information received in community pharmacies to reduce information asymmetry between patient and pharmacist, the focus only on patient satisfaction may lead to a scenario in which community pharmacies will end up to be better integrated in the business sector and not in the public health system.

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Section: Methodsmentioning

confidence: 99%

Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

et al. 2021

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“…Service companies depend on front-line service workers to control and communicate a certain image that consumers/patients will associate with the business and with the service [66]. In community practice, technicians have been referred to by pharmacists as the “face” of the pharmacy [67]. Image control demands that service workers act according to scripts that diverge from their actual preferences and capacities.…”

Section: The Aesthetics Of Services Delivery and Consumptionmentioning

confidence: 99%

Applying Contemporary Management Principles to Implementing and Evaluating Value-Added Pharmacist Services

Desselle

Moczygemba²,

Coe

et al. 2019

Pharmacy

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Value-added pharmacy services encompass traditional and emerging services provided by pharmacists to individual and entire populations of persons increasingly under the auspices of a public health mandate. The success of value-added pharmacy services is enhanced when they are carried out and assessed using appropriate theory-based paradigms. Many of the more important management theories for pharmacy services consider the “servicescape” of these services recognizing the uniqueness of each patient and service encounter that vary based upon health needs and myriad other factors. In addition, implementation science principles help ensure the financial viability and sustainability of these services. This commentary reviews some of the foundational management theories and provides a number of examples of these theories that have been applied successfully resulting in a greater prevalence and scope of value-added services being offered.

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“…In Germany, Guhl, Blankart and Stargardt (2019), concluded that the service elements of personal interaction, tangible aspects, store policy and availability have a positive effect on perceived customer value and consultation, while reliability does not predominate. On the other hand, Wahyuni, Nurhayani and Indar (2019), concluded that there is a positive relationship between health services and patient loyalty, with a positive effect on the responsiveness and safety dimensions, while no correlation was found between the quality of service or health services variable in terms of the tangibility dimension in Indonesia.…”

Section: Introductionmentioning

confidence: 99%

Quality of Care and Loyalty of External Users in Peruvian Ophthalmological Centers

Sullón-Cuchupoma¹,

Meneses-La-Riva

Fernández-Bedoya

et al. 2020

JNK

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The objective of the study is to determine the relationship between quality of care and the loyalty of external users in a private ophthalmic center in Lima, Peru. The method used was a descriptive, cross-correlational, quantitative approach with non-experimental design. The population consisted of 210 external users who received therapies for at least 1 month in an ophthalmologic center located in Lima, Peru; the sample (statistically calculated) consisted of 137 users randomly selected, who responded to a series of reagents through a survey. A questionnaire was used to measure quality of care through SERVPERF model, while loyalty was measured through reagents developed by the authors, based on the scientific theory of Alcaide. Spearman's Rho determined that there is a moderate positive relationship between the quality of care and loyalty (sig. < 0.05; r = 0.594). Likewise, it is determined that there is a positive correlation between the dimensions of tangibility, empathy, responsiveness, security and reliability with the loyalty variable, since the sig. were < 0.05 and the values of r = 0.497, 0.381, 0.342, 0.109 and 0.452, respectively were obtained. Not enough statistical evidence was obtained to find a relationship between the loyalty variable and the security dimension, since a sig. value > 0.05 was obtained. The results found are related to those found by previous authors in other contexts. Finally, we recommend other researchers to carry out similar research internationally, in order to increase the literature on the variables of loyalty and quality of service and generate discusion.

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Service quality and perceived customer value in community pharmacies

Cited by 25 publications

References 52 publications

Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

Applying Contemporary Management Principles to Implementing and Evaluating Value-Added Pharmacist Services

Quality of Care and Loyalty of External Users in Peruvian Ophthalmological Centers

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