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首页> 外文期刊>Integrated Pharmacy Research and Practice >Clients’ expectations from and satisfaction with medicine retail outlets in Gondar town, northwestern Ethiopia: a cross-sectional study
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Clients’ expectations from and satisfaction with medicine retail outlets in Gondar town, northwestern Ethiopia: a cross-sectional study

机译：客户对埃塞俄比亚西北部贡达尔镇药品零售店的期望和满意度：一项横断面研究

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Purpose: The aim of this study was to assess clients' level of expectation from and satisfaction with medicine retail outlets (MROs) in Gondar town, northwestern Ethiopia. Patients and methods: An institutions-based cross-sectional study was conducted from April 20 to May 5, 2014, by sampling five pharmacies and eight drug stores through simple random sampling. Clients, 424, who came to the MROs during the study period were included in the study. Data were collected using structured questionnaires measuring expectations and satisfaction of clients using a Likert scale of 1–5 through face-to-face interviews. Results: Out of the total 424 interview encounters, 422 (99.5% response rate) questionnaires were included in the analysis, of which 61.1% were of males. The overall mean expectation of respondents toward MRO setting and services was 3.82 and that of satisfaction of the respondents was 3.02. More than three-quarters (76.8%) of the respondents expected medicines in affordable prices from MROs, but nearly half (44.8%) were not satisfied with it. Much more than half (58.5%) of the respondents were dissatisfied with the comfort and convenience of private counseling area. Also, nearly half (47.6%) of the respondents claimed that pharmacy professionals did not provide information regarding the storage condition of medications. There was statistically significant difference in overall expectation ( t =2.707, P =0.007) and satisfaction ( t =2.260, P =0.024) with the setting and services of MROs between respondents who claimed to know the difference between a pharmacy and a drug store and those who claimed they did not. Conclusion: Clients’ expectation from MRO services was high, with average satisfaction. The overall expectation and satisfaction of the respondents toward MROs were lower in those who reported they did not know the difference between a pharmacy and a drug store than in those who claimed to know the difference. Supportive supervision by the town’s health bureau on the MROs is recommended to help improve clients' satisfaction.
机译：目的：这项研究的目的是评估客户对埃塞俄比亚西北部贡达镇的药品零售店（MRO）的期望和满意度。患者和方法：2014年4月20日至5月5日进行了一项基于机构的横断面研究，通过简单的随机抽样对五家药店和八家药店进行了抽样。在研究期间加入MRO的客户424位被纳入研究。使用结构化的问卷收集数据，这些问卷通过面对面访谈以1–5的李克特量表来衡量客户的期望和满意度。结果：在总共424次访谈中，分析了422份问卷（99.5％答复率），其中61.1％是男性。受访者对MRO设置和服务的总体平均期望为3.82，而受访者的总体满意度为3.02。超过四分之三（76.8％）的受访者期望MRO负担得起的价格出售药物，但近一半（44.8％）的人对此不满意。超过一半（58.5％）的受访者对私人咨询区的舒适性和便利性不满意。此外，将近一半（47.6％）的受访者声称药房专业人员没有提供有关药物储存条件的信息。声称知道药房和药店之间差异的受访者对MRO的设置和服务的总体期望（t = 2.707，P = 0.007）和满意度（t = 2.260，P = 0.024）有统计学差异。那些声称自己没有的人。结论：客户对MRO服务的期望很高，平均满意。报告称不知道药房和药店之间差异的受访者对MRO的总体期望和满意度低于声称知道差异的受访者。建议镇卫生局对MRO进行支持性监督，以帮助提高客户的满意度。

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