Comparison of pharmacy services between independent and chain pharmacy / Muhammad Syazwan Morat

Independent and chain pharmacy offers different type of product and services that have it own strength and weaknesses. Based on previous study, independent pharmacy has been ranked to provide better services than chain pharmacy. The main objective was to study aim to compare the pharmacy services between independent and chain pharmacy based on customer satisfaction level. Self-administered 46 items structured questionnaire which consist of products or services mostly bought at the pharmacy, satisfaction level and demographic data were distributed. Data from 165 respondents were analyzed using SPSS version 12. Majority of respondents were males (52%). The highest age range was between 19-30 years old (40%). Majority of the respondents were Malay (64.6%). 33% of the respondents were degree holder. 26.3% from respondents were students. Respondents with household income per month range less than RM I 000 were the highest group (26.6%). Independent pharmacy were statistically significant different from chain pharmacy in term of place, promotion, product offered, health check-up activities, prices and services provided by the pharmacist.