Service Quality and user Satisfaction in the Dispensing of Pharmaceutical Products in Times of COVID-19

Abstract

Objective: In times of COVID-19, the relationship between the quality of pharmaceutical services and user satisfaction in health facilities has become one of the elements of the most observed global health crisis. The objective of this research was to determine the relationship between the quality of the pharmaceutical product dispensing service with user satisfaction in COVID-19 times.

Method: A sample of 134 users was considered, who applied for questionnaires on the quality and satisfaction of the user with the service received. An ordinal logistic regression model was fitted on data that relate service quality to user satisfaction, reliability, responsibility, safety, empathy and tangibility.

Results: It was found that in times of COVID-19, the quality of the pharmaceutical product dispensing service was valued from low to medium, and the satisfaction, reliability, responsibility, security, empathy and the tangibility of the user with the service received was rated as dissatisfied not very satisfied. The validity of the ordinal logistic regression model for the quality of the dispensing service of pharmaceutical products based on tangibility was evidenced, which confirmed the relationship between the quality of the dispensing service of pharmaceutical products in times of COVID-19 and the tangibility.

Conclusions: The quality of the pharmaceutical product dispensing service was rated from low to medium, which implied a high risk of negative evaluation of the pharmaceutical product dispensing service.