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Related Experiment Videos

The structure of satisfaction with pharmacy services

J A Johnson1, S J Coons, R D Hays

  • 1University of Alberta Faculty of Pharmacy and Pharmaceutical Sciences, Edmonton, Canada.

Medical Care
|February 25, 1998
PubMed
Summary

This study explored customer satisfaction with pharmacy services, finding it is best understood as a multidimensional construct. Results suggest a hierarchical model where overall satisfaction encompasses specific service aspects.

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Area of Science:

  • Pharmacy Practice
  • Consumer Behavior Research
  • Psychometrics

Background:

  • Understanding patient satisfaction is crucial for improving healthcare services.
  • Previous research has varied in its approach to measuring satisfaction with pharmacy services.

Purpose of the Study:

  • To evaluate the dimensional structure of satisfaction with pharmacy services.
  • To determine if satisfaction is unidimensional or multidimensional.
  • To assess the relationship between general and specific satisfaction measures.

Main Methods:

  • Telephone interviews with 509 pharmacy patrons.
  • Structural equation modeling (SEM) for data analysis.

Main Results:

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  • The multidimensional measurement model showed a good fit to the data.
  • High correlations between some satisfaction dimensions suggested they were empirically similar.
  • A hierarchical model was supported, integrating overall and specific satisfaction.

    • Conclusions:

    • Modifications to existing satisfaction measures are recommended.
    • A hierarchical model allows for analysis at both overall and specific levels of satisfaction.
    • The choice of analysis level depends on the research or practical objective.