RESUMO
BACKGROUND: Consumer satisfaction is likely to affect the image of the pharmacist and pharmacy profession. Efforts should not only be made to track consumer satisfaction with pharmacy services but also to improve it where needed. OBJECTIVE: To investigate consumer satisfaction with community pharmacies in a Nigerian city. METHODS: A cross-sectional survey of a consecutive sample of 700 pharmacy consumers at 35 randomly selected community pharmacies was conducted. Data were gathered on consumer demographics and their satisfaction with the community pharmacies using a 32-item rated instrument that combined pharmaceutical care and traditional pharmacy items. Descriptive statistics was computed on sample characteristics and the questionnaire items. Inferential statistics used Student's t test and one-way ANOVA. RESULTS: The response rate for the survey was 71.9% (503/700). Cronbach's alpha test of reliability was computed to be 0.980. Of the respondents, 298 (59.2%), 284 (56.5%), and 101 (20.1%) rated their satisfaction as excellent regarding availability of genuine drugs, the pharmacist, and household consumer goods, respectively. The mean total score for pharmaceutical care items was found to be 3.50+/-1.32, while the mean total score for traditional pharmacy items was computed to be 3.56+/-1.34 (midpoint=3, range=1 to 5). Consumers' income status was associated with their satisfaction, with the lower income earners experiencing higher satisfaction (F=2.668, P=.050). CONCLUSION: Consumers in this survey experienced moderate service satisfaction with their community pharmacy encounters. The consumers were most satisfied with the pharmacists' professional attitude but dissatisfied with the provision of nondrug services in the community pharmacy. These services are mainly health promotion activities that are advocated under pharmaceutical care philosophy. There is an opportunity for the community pharmacies to introduce new services and enhance their consumer loyalty.
