DEVELOPING A QUESTIONNAIRE FOR EVALUATING THE QUALITY OF PHARMACEUTICAL SERVICES AT PHARMACIES IN NAM TU LIEM DISTRICT, HANOI CITY

Abstract

The satisfaction of customers with pharmacies is one of the factors used to evaluate the quality of pharmaceutical services. The objective of this study is to establish a set of criteria to assess the quality of pharmacies in the Nam Tu Liem district area through customer satisfaction. A cross-sectional study was conducted with 201 customers. The questionnaire was ensured to be reliable with a Cronbach's Alpha coefficient >0.7 for each assessed factor. After conducting an Exploratory Factor Analysis (EFA), the study identified 5 groups of factors with similar observed variables including employee’s attitude and communication skills; professional expertise and advisory skills of employees, facilities and operations of the pharmacy and drug prices, the quality and diversity of medications.