The quality of pharmaceutical services provided to the population of the irkutsk region as the basis for the formation of consumer preferences
- Authors: Klimenkova A.A.1, Skripko A.A.1, Geller L.N.1, Arefieva N.A.2
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Affiliations:
- Irkutsk State Medical University
- Irkutsk State University
- Issue: Vol 72, No 1 (2023)
- Pages: 28-35
- Section: Organization and economy
- URL: https://journals.eco-vector.com/0367-3014/article/view/313325
- DOI: https://doi.org/10.29296/25419218-2023-01-05
- ID: 313325
Cite item
Abstract
Introduction. The consumer's perception of the quality of the pharmaceutical service provided to him is important for the operation of the pharmacy. A stable level of satisfaction and a repeating positive experience of visiting a pharmacy form the basis for the formation of loyalty, therefore, in order to achieve success, regular study and monitoring of these parameters is necessary.
Objective: To analyze the degree of satisfaction of the population of the Irkutsk region with the quality of pharmaceutical services.
Material and methods. Pharmacy organizations of the Irkutsk region were the basis for the study. We used a survey method (questionnaire). Data processing was carried out using MS Excel. In order to identify significant differences within the groups of respondents, a multivariate PERMANOVA analysis of variance was carried out.
Results. The factors influencing the choice of a pharmacy by consumers are studied, while differences in the answers of respondents within groups by age and social status are revealed. To assess the level of satisfaction, a certain set of criteria was used, each of which was evaluated by consumers on a five-point scale. For each of the criteria, the average score and the consumer satisfaction index (CSAT) were calculated. Weaknesses in the work of the pharmacy that affect the level of consumer satisfaction are identified.
Conclusion. Results of a study on regular monitoring of food and food quality. It is envisaged to conduct a report on the quality of pharmaceutical services, taking into account the discussed level of quality of services from the point of view of consumers.
Full Text
About the authors
Aleksandra Aleksandrovna Klimenkova
Irkutsk State Medical University
Email: al.mas@bk.ru
ORCID iD: 0000-0002-7984-3531
doctoral student at the Department of management and economics of pharmacy
Russian Federation, 1, Krasny Vosstaniya str., Irkutsk, 664003Anna Anatolyevna Skripko
Irkutsk State Medical University
Email: anna_kulakova@mail.ru
ORCID iD: 0000-0002-5844-4988
PhD in pharmaceutical sciences, associate professor, head at the Department of management and economics of pharmacy
Russian Federation, 1, Krasny Vosstaniya str., Irkutsk, 664003Lev Nikolaevich Geller
Irkutsk State Medical University
Email: levng@mail.ru
ORCID iD: 0000-0002-3598-6514
doctor of pharmaceutical sciences, professor, professor at the Department of management and economics of pharmacy
Russian Federation, 1, Krasny Vosstaniya str., Irkutsk, 664003Nadezhda Alexandrovna Arefieva
Irkutsk State University
Author for correspondence.
Email: arefieva.n4@gmail.com
ORCID iD: 0000-0003-2222-4518
master of the department of physical and chemical biology, bioengineering and bioinformatics, faculty of Biology and Soil
Russian Federation, 1, Karl Marx str., Irkutsk, 664003References
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