Evaluating pharmacies’ satisfaction to the medicine supply service of pymepharco joint stock company in Ho Chi Minh city

Abstract

Objectives: This study is aimed to analyze phamacies’ satisfaction and factors affecting pharmacies’ satisfaction to the medicine supply service of Pymepharco Joint Stock Company in Ho Chi Minh city, in 2020. Methods: Using a mix of qualitative and quantitative methods. The study was employed at 200 pharmacies in 2020. This study proposes a conceptual framework of pharmacies’ satisfaction. The scale’s reliability is assessed using Cronbach’s Alpha and Exploratory Factor Analysis (EFA) model. Therefore, pharmacies’ satisfaction is evaluated by the multiple linear regression model. Main findings: The scale is built with 6 factors, including Product (5 items), Employee service capacity (6 items), Price and Payment (4 items), Response (9 items), Confidence (4 items) and Satisfaction (2 items). When calculating the Crobach’s Alpha with 30 items, Cronbach’s Alpha was from 0.769 to 0.904 for reliability. After applying EFA, all factors are required, of which Eigenvalue of independent element was 1,034 > 1 and Eigenvalue of dependent element was 1,825 > 1. After the linear regression analysis variability, there are 4 crucial factors affecting pharmacies’ satisfaction to the medicine supply service of Pymepharco, In particular, Response is the most powerful factor (standardized Beta coefficient equal to 0.363), the second is Pharmaceutical products (standardized Beta coefficient equal to 0.230), the third is Price and Payment (standardized Beta coefficient equal to 0.149) and finally, Employee Serviceability (standardized Beta coefficient equal to 0.145). Conclusion: The study has proposed a conceptual framework of pharmacies’ satisfaction to the medicine supply service of Pymepharco joint stock company and determined that the response factor is the most influential factor on pharmacy satisfaction.