IJIMT 2014 Vol.5(4): 261-265 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2014.V5.524

The Relationship between Service Quality and Customer Satisfaction of Pharmacy Departments in Public Hospitals

Prachayaporn Arsanam and Khanchitpol Yousapronpaiboon
Abstract— This study focuses on the relationship between service quality and customer satisfaction of those who come to receive pharmacy services in public hospitals. The objectives of this study were (1) to examine the relationship between customer satisfaction and the quality of pharmacy services in public hospitals by using Descriptive research and (2) to determine five dimensions of service quality by using SERVQUAL instrumentation. The result from a hypothesis test showed the significant relationship between overall quality of pharmacy service in public hospitals and overall customer satisfaction with a significance level at 0.01. The mean difference between the perception and expectation was 0.03. It shows that assurance positively impacted patient satisfaction with the highest difference, followed by empathy and reliability. On the other hand, responsiveness and tangibles negatively impacted customer satisfaction respectively. These findings would be useful for the pharmacy department in public hospitals to improve their service quality in order to increase customer satisfaction.

Index Terms— Customer satisfaction, pharmacy department, public hospital, service quality.

The authors are with the College of Graduate Study in Management, Khon Kaen University, Thailand (e-mail: karaokoi@hotmail.com, Yousapro@yahoo.com).

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Cite: Prachayaporn Arsanam and Khanchitpol Yousapronpaiboon, " The Relationship between Service Quality and Customer Satisfaction of Pharmacy Departments in Public Hospitals," International Journal of Innovation, Management and Technology vol. 5, no. 4, pp. 261-265, 2014.

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