Research Article | Volume: 4, Issue: 1, January, 2014

A survey of consumer expectation in community pharmacies in Bandung, Indonesia

Nasrul Wathoni and Susi Afrianti Rahayu   

Open Access   

Published:  Jan 30, 2014

DOI: 10.7324/JAPS.2014.40114

The pharmacy has an important social as well as a functional role within an integrated health care system. Service quality has been an important topic to both health care providers and marketers as well as the focus of much recent research. This study was aimed to measure the service quality of community pharmacy based on patient’s perceptions. A written survey was carried out among pharmacy costumers (n=500) in Bandung, Indonesia (in 5 community pharmacies). The survey method used questionnaire with Cross-Sectional descriptive study approaches and SERVQUAL model. The level of patient satisfaction was mapped by Cartesian diagram. Mapping attribute on Cartesian Diagram majority on quadrat B, means the patients who purchased the prescription was satisfied with the services provided. The results showed that patients who purchased their prescription at five of community pharmacies overall very satisfied with the services provided and no one really needs to be a priority to increase the satisfaction of patients with prescription treatments given.

Keyword:     Community pharmacy patient satisfaction prescription service.


Nasrul Wathoni and Susi Afrianti Rahayu. A survey of consumer expectation in community pharmacies in Bandung, Indonesia. J App Pharm Sci, 2014; 4 (01): 084-090.

Copyright:The Author(s). This is an open access article distributed under the Creative Commons Attribution Non-Commercial License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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