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調剤薬局における患者満足度の要因分析に関する研究
A Survey of Factors Influencing Customer Satisfaction at Dispensing Pharmacies
陳, 柏廷
customer satisfaction
dispensing pharmacies
staff responses
explanation about the medicines
waiting time
患者満足度
調剤薬局
対応
処方せん薬の説明
待ち時間
What kind of service satisfies customers in dispensing pharmacies in the process of dispensing prescriptions and providing pharmaceutical information about their medicines? In order to clarify the major factors involved in customer satisfaction, this study analyzed the factors influencing overall satisfaction based on a random questionnaire-style survey of 130 dispensing pharmacies and 24107 customers (valid responses=15034, 62.4%) in one week in November, 2005. The results in descending order were staff responses (standard coefficient=0.456), explanation about the medicines (0.162), waiting time (0.108), kindliness (0.091), neat appearance of staff(0.084), greetings from the stuff(0.058), age (0.038), and language used by the stuff(0.021). From these results, we suggest that to raise customer satisfaction in dispensing pharmacies, it is necessary to improve the explanation about the prescribed medicines and the waiting time, as well as the overall response from the staff.
Article
信州医学雑誌 55(6): 327-332(2007)
信州医学会
2007-12-10
jpn
journal article
VoR
http://hdl.handle.net/10091/3715
https://soar-ir.repo.nii.ac.jp/records/4211
https://doi.org/10.11441/shinshumedj.55.327
10.11441/shinshumedj.55.327
0037-3826
AN00120815
信州医学雑誌
55
6
327
332
https://soar-ir.repo.nii.ac.jp/record/4211/files/Shinshu_Med55-6-03.pdf
application/pdf
965.3 kB
2015-09-24