Evaluation of consumer satisfaction using the tetra-class model.

Area of Science:

• Pharmaceutical Services Research
• Consumer Behavior Analysis
• Health Economics

Background:

• Consumer satisfaction is crucial for pharmacy services, yet challenging to measure in dynamic economic settings.
• Patient satisfaction is shaped by long-term expectations and habits regarding pharmacies.
• Limited research exists on how service changes impact patient satisfaction and loyalty, especially in developing countries.

Purpose of the Study:

• To evaluate service elements in Bulgarian pharmacies and their impact on consumer satisfaction using a tetra-class model.
• To test hypotheses validating the tetra-class model for complex pharmacy services.
• To analyze the contribution of specific service elements to client satisfaction.

Main Methods:

• A survey of 752 customers in central and district pharmacies in Sofia, Bulgaria.
• Correspondence analysis applied to questionnaire results for data interpretation.
• Evaluation of demographic and behavioral factors influencing satisfaction.

Main Results:

• Pharmacy dimensions uniquely contribute to customer satisfaction.
• Consumer gender significantly impacts satisfaction, alongside pharmacy type/location, age, and education.
• The duration of a customer's relationship with a pharmacy influences service categorization.

Conclusions:

• The tetra-class model is validated as suitable for the pharmaceutical sector.
• Findings offer valuable insights for both academic researchers and pharmacy managers.
• The study highlights key drivers of consumer satisfaction in pharmacy settings.