+ Site Statistics
+ Search Articles
+ PDF Full Text Service
How our service works
Request PDF Full Text
+ Follow Us
Follow on Facebook
Follow on Twitter
Follow on LinkedIn
+ Subscribe to Site Feeds
Most Shared
PDF Full Text
+ Translate
+ Recently Requested

Development of a questionnaire to measure consumers' perceptions of service quality in community pharmacies



Development of a questionnaire to measure consumers' perceptions of service quality in community pharmacies



Research in Social and Administrative Pharmacy 15(4): 346-357



Recent changes within community pharmacy have seen a shift towards some pharmacies providing "value-added" services. However, providing high levels of service is resource intensive yet revenues from dispensing are declining. Of significance therefore, is how consumers perceive service quality (SQ). However, at present there are no validated and reliable instruments to measure consumers' perceptions of SQ in Australian community pharmacies. The aim of this study was to build a theory-grounded model of service quality (SQ) in community pharmacies and to create a valid survey instrument to measure consumers' perceptions of service quality. Stage 1 dealt with item generation using theory, prior research and qualitative interviews with pharmacy consumers. Selected items were then subjected to content validity and face validity. Stages 2 and 3 included psychometric testing among English-speaking adult consumers of Australian pharmacies. Exploratory factor analysis was used for item reduction and to explain the domains of SQ. In stage 1, item generation for SQ initially generated 113 items which were then refined, through content and face validity, down to 61 items. In stage 2, after subjecting the questionnaire to psychometric testing on the data from the first pharmacy (n = 374), the use of the primary dimensions of SQ was abandoned leaving 32 items representing 5 domains of SQ. In stage 3, the questionnaire was subject to further testing and item reduction in 3 other pharmacies (n = 320). SQ was best described using 23 items representing 6 domains: 'health and medicines advice', 'relationship quality', 'technical quality', 'environmental quality', 'non-prescription service', and 'health outcomes'. This research presents a theoretically-grounded and robust measurement scale developed for consumer perceptions of SQ in a community pharmacy.

Please choose payment method:






(PDF emailed within 0-6 h: $19.90)

Accession: 058082816

Download citation: RISBibTeXText

PMID: 29903653

DOI: 10.1016/j.sapharm.2018.05.005


Related references

The perceptions of library service questionnaire (PLSQ): The development of a reliable instrument to measure student perceptions of and satisfaction with quality of service in an academic library. New Review of Academic Librarianship 1(1): 139-159, 1995

Validation of a questionnaire for consumers' perception of service quality in community pharmacy. Research in Social and Administrative Pharmacy 15(6): 673-681, 2019

Pharmacists' and consumers' viewpoints on counselling on prescription medicines in Australian community pharmacies. International Journal of Pharmacy Practice 18(4): 202-208, 2010

Validation of a questionnaire on patient satisfaction with the dispensing service in community pharmacies. Atencion Primaria 39(11): 591-596, 2007

Mental health consumer and caregiver perceptions of stigma in Australian community pharmacies. International Journal of Social Psychiatry 60(6): 533-543, 2014

Pharmacist-delivered weight management pilot service in Australian community pharmacies. Research in Social and Administrative Pharmacy 10(5): E39-E40, 2014

Public perceptions of the roles and functions of community pharmacies in the era of expanding scopes of pharmaceutical practice: A questionnaire survey in South Korea. Health and Social Care in the Community 27(4): 1095-1101, 2019

Incidents within community pharmacies across Japan An analysis of the newly launched incident collecting project among community pharmacies and a comparison of causes between hospital pharmacies and community pharmacies. Clinical Risk 17(5): 174-179, 2011

A national survey exploring oral healthcare service provision across Australian community pharmacies. Bmj Open 7(9): E017940, 2017

Consumers' and case managers' perceptions of mental health and community support service needs. Community Mental Health Journal 36(2): 161-178, 2000

An overview of service quality of continuous positive airway pressure services in Australian pharmacies. Respirology 19(1): 85-91, 2014

Service quality and perceived customer value in community pharmacies. Health Services Management Research 32(1): 36-48, 2019

Feasibility and effectiveness of an evidence-based asthma service in Australian community pharmacies: a pragmatic cluster randomized trial. Journal of Asthma 50(3): 302-309, 2013

Australian mental health consumers' and carers' experiences of community pharmacy service. Health Expectations 18(6): 2107-2120, 2015

Effects of service setting and other consumers' age on the service perceptions of young consumers. Journal of Retailing 84(2): 137-149, 2008