Investigation on the Effect of Drugstore Salesclerk Factors on the Consumers'Drug Purchasing Behavior in Beijing Citizens / 中国药房

ABSTRACT

OBJECTIVE:To investigate the effect of salesclerk factors on the consumers'purchasing behavior in drugstores in Beijing citizens,and provide reference for better satisfaction of consumers'requirements. METHODS:Clustering random sampling method was launched among the drugstore consumers in 16 districts of Beijing,the results were statistically analyzed,and then the suggestions were provided. RESULTS:Totally 180 valid questionnaires were collected from the 208 questionnaires with effective re-covery rate of 86.5%. 70.6% consumers preferred the salesclerk to ask actively when they entered a drugstore;moderate depen-dence on the salesclerk was found mainly in the aspect ofmedicine selection,medication methods guidingandhelping disease judgment;moderate trust to the salesclerk was found,andthe poor professional knowledge,poor service attitudeandpoor professional ethicswere the main reasons for the distrust;the professional moralandknowledgeof salesclerks were the most-ly expected qualities;the licensed pharmacist in the drugstore was not recognized by 66.1% consumers. CONCLUSIONS:Drug-store should understand the consumer's expectations and requirements to its salesclerk and improve accordingly in the respect of strengthening the train of professional quality,enhancing the ability of pharmaceutical care,increasing the propaganda of licensed pharmacist,conducting medication consultation actively,exploring the diversity of consumer's requirements,and meeting the con-sumer's requirements more extensively.