The Influence of Sociodemographic Profile and Pharmaceutical Services on Consumer Satisfaction at Fatih Farma Pharmacy in Malang and Mojokerto
DOI:
https://doi.org/10.35451/645raj86Keywords:
Customer satisfaction, Pharmaceutical services, Private pharmacy, Attentiveness of pharmacy staffAbstract
Customer satisfaction is a key indicator of healthcare service quality, including pharmaceutical services provided by private pharmacies. This study aims to analyse the factors influencing customer satisfaction at Fatih Farma Pharmacy in Malang Regency and Fatih Farma Pharmacy 2 in Mojokerto Regency. A cross-sectional design was conducted involving 502 respondents selected through a structured questionnaire. Data were analysed using chi-square tests for bivariate analysis and binary logistic regression with the backward likelihood ratio method for multivariate analysis. The results showed that the majority of respondents reported a high level of satisfaction with pharmacy services. Multivariate analysis identified several factors significantly associated with customer satisfaction (p < 0.05), including the clarity of medication information, attentiveness of pharmacy staff, professional competence, facilities and infrastructure, and general service aspects. Among these, staff attentiveness emerged as the most dominant factor influencing satisfaction (OR = 12.218; 95% CI: 5.612–26.600). In contrast, consumers’ sociodemographic characteristics were not significantly associated with satisfaction. These findings indicate that service quality, particularly interpersonal aspects such as staff attentiveness and effective communication, plays a crucial role in shaping customer satisfaction. Therefore, improving communication skills and implementing consumer-centred care practices are essential strategies to enhance pharmaceutical service quality and patient experience in private pharmacy settings.
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