International Journal of Medicine and

Pharmaceutical Science (IJMPS)

ISSN(P): 2250-0049; ISSN(E): 2321-0095
Vol. 5, Issue 6, Dec 2015, 71-84
TJPRC Pvt. Ltd.

MEASURING PATIENT SATISFACTION REGARDING THE QUALITY OF

HEALTHCARE SERVICE PROVIDED BY PHARMACISTS
ALI MAHMOUD JASIM ALSAMYDAI & AHMED BASIM MOHAMMED BAQER
Alzaytoonah University of Jordan, College of Pharmacy, Amman, Jordan
ABSTRACT
The purpose of this paper is to contribute to growing body of research on health care service, while
concentrating on quality of health care services the research concentrate on the service quality factors approved by most
of the researchers going throughout patients satisfaction which are: (Tangible, Reliability, Responsiveness, Assurance and
Empathy) in addition to other two factors which have been added in the study design, those factors are: (Patient
perception and Patient satisfaction). Therefore the study included seven factors to measure patients satisfaction from the
health care services provided to ensure this research accuracy a survey form was designed composed of 20 questionnaire
covered the previously mentioned study factors, 242 forms have been analyzed according to patient's answers. different
statistical methods have been used such as (one sample t-test, Cronboachs al pha, Deseviptive Analgsis) to obtain results
and select the suitable hypotheses all the hypotheses except hypotheses no. three which is related to patients

is less than the reference T1.96 at the same time the effect of quality factor on patients perception is more than its effect
on satisfaction by a median value (4.27) and T value (32.3) which is slightly higher than the effect of quality factor on
patients satisfaction where the median value was (4.11) and T value (23.17) i.e. there is more patients satisfaction towards
the quality of the health services in addition to what have been mentioned above the study proves that patients perception
has an effect on their satisfaction level from the health services quality provided.

Original Article

responsiveness was rejected due to its mean value was 2.88 which is less than midpoint =3, hence T value is -1.35 which

KEYWORDS: Patient Satisfaction, Perception, Quality Service, Health Care, Pharmacist

Received: Nov 07, 2015; Accepted: Dec 08, 2015; Published: Dec 12, 2015; Paper Id.: IJMPSDEC201510

INTRODUCTION
The health care provided by the pharmacists inside or outside the health care institute through
pharmacies is one of the main health system principles for any country due to its direct effect on individuals life
and its well being, so the health service represents crucial pillar of the health system success for any country.
The intensive care of the health service quality and developing the personnel performance leads to better
patient's satisfaction. The health services is the most important service out of other services such as economical,
social and entertainment services, thus taking into consideration the health service specialty most of researchers
studied different aspects of health quality services other than patients satisfaction from pharmacist.
Ignoring health care services provided by the pharmacist has a negative effect on patients lives and their
curing speed. Thus improving the health service quality level provided by the pharmacist should be done through
enhancing health service quality factors and pharmacist commitment to these factors according to the cases
available inside or outside the health institutes.
This study tries to measure patients satisfaction on the health services provided by the pharmacists
www.tjprc.org

editor@tjprc.org

72

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

throughout the five factors of the health services agreed by all the researchers Parasuroman at al 1990) (Handayani at al
2015) (ALsamyai 2010),(Shan at al 2006) in addiction patie nt perception has been added considering it as an important
factor.
RESEARCH QUESTIONS
One of the issues facing patients is the issue of healthcare service quality provided by the pharmacist, as it very
variable and inconsistent among pharmacists which affects in one way or another patient satisfaction regarding the service.
Since it is well-known, there are many aspects of service quality, of which healthcare service is considered an essential
aspect in monitoring the healthcare service quality. Thus the questions asked in this study are summarized as following:

Does the healthcare service quality provided by the pharmacist affect patient satisfaction?

Does the tangibility of the healthcare service quality provided by the pharmacist affect patient satisfaction?

Does the reliability of the healthcare service quality provided by the pharmacist affect patient satisfaction?

Does the responsiveness of the healthcare service quality provided by the pharmacist affect patient satisfaction?

Does the assurance of the healthcare service quality provided by the pharmacist affect patient satisfaction?

Does the empathy of the healthcare service quality provided by the pharmacist affect patient satisfaction?

RESEARCH OBJECTIVES
This study aims to knowing the degree of patient satisfaction towards the services provided by the pharmacists
through the measurement of the quality aspects for the improvement of that healthcare service in a way that meets patient
satisfaction, and accordingly the goals of this study are summarized as follows:

Knowing the degree of patient satisfaction regarding a healthcare service provided by the pharmacist

Knowing the effect of tangibility on the healthcare service provided by the pharmacist on patient satisfaction

Knowing the effect of reliability on the healthcare service provided by the pharmacist on patient satisfaction

Knowing the effect of responsiveness on the healthcare service provided by the pharmacist on patient satisfaction

Knowing the effect of assurance on the healthcare service provided by the pharmacist on patient satisfaction

Knowing the effect of empathy on the healthcare service provided by the pharmacist on patient satisfaction

LITERATURE REVIEW
Quality of services has had a great regard amongst organizations and researchers, the thing which lead to paying
more attention to studies monitoring the quality of services provided either regular or electronic due to their important
effect over the economics of countries represented in many studies and research which discussed service quality in many
areas, for example Koga 2008, which studied the effect of quality of hotel service on customer satisfaction by discovering
the importance of quality service aspects in Jeddah, KSA. While Klifa et al., 2010 focused on the effect of service quality
on customer loyalty to hotels in Adan, Yemen. Mishal 2015 focused on measuring the effect of hotel quality service on the
satisfaction of quests in five star hotels in Amman, Jordan. While Alsumaydai et al., 2012 focused on the factors

Impact Factor (JCC): 5.4638

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

73

influencing customer satisfaction and the continuation of dealing in E-banking

E banking services in Jordan, as this study showed the
importance of the E-banking
banking service quality and its effect on customer satisfaction and improving his dealing in electronic
banking. Hanan et al., 2008 focused on the relationship between employees and their characters with customers and
measuring then their satisfaction of the service provided in hotels, the results
results showed that human communication between
guests and employees had an important part in accomplishing customer satisfaction in hotels and in accomplishing
competence amongst hotels. Jenat et al., 2011 aimed towards studying the relationship between customers
custome and their level
of satisfaction towards the quality of hotel services provided through the dimensions if service quality.
In the field of healthcare service quality many studies and researches handled the subject like Holdford & Schutz
1999, as their study
udy was on the effect of technical and functional quality on patient perceptions of pharmaceutical services
quality, and they found out that functional quality had the greatest impact on patient perception of service quality and
behavioural intentions.
Meanwhile,
nwhile, Cosnoley et al., 2003 focused on the validation of a tool for assessing the quality of pharmaceutical
services through the analysis of the pharmaceutical distribution database of the Brazilian government. While Bradley et al.,
2003 handled the subject
ect of improving the quality if pharmaceutical services. Li et al., 2015 study was entitled Evaluating
patients perception of services quality at hospitals in nine Chinese by use of SerQual scale. Stelzer et al., 2015 studied
improving service quality inn public transportation system using automated customer feedback. Yu et al., 2015 handled the
subject of FDA pharmaceutical pharmaceutical quality oversight. Veenema et al., 2015 focused on the quality if healthcare
services provided in disaster shelters: an integrative literature review. Handayani et al., 2015 handled the subject of
strategic hospital services quality analysis in Indonesia.

STUDY MODEL
The study model design was based on study issues, goals, and similar previous literatures like Holdford & schulz,
1999, Cosendey et al., 2003, Bradley et al., 2011, Shakthong et al., 2014, Li et al., 2015, Yu and Woodcock, 2015,
Veenema et al, 2015, Handayani et al, 2015, Stelzer et al., 2015.

Figure 1: Study Model Procedural Definitions of the Components of the Study Model
Service Quality
Service quality has received considerable attention within the literature. Generally, service quality has been
identified as consumers comparison between service expectation and service performance (Parasraman et al., 1985)
19
(Alsamaydai et al., 2012), as well as the subjective comparison that customers make between the quality of service they
wish to receive and what they actually get (Gefen 2002).
Service quality has become an important research topic in various industries
industries due to its significant relationship to
www.tjprc.org

editor@tjprc.org

74

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

cost, profitability, customer satisfaction, customer retention, and service guarantee (Sohail 2003) (Handayani et al., 2015).
Quality service is determined by the total utility received by the beneficiary of the service. This represents the
benefits package that receives from the care and supplementary services (Alsamydai et al., 2012).
Researchers specialized in the area of services like Parasuraman et al.,1994, Hungard chen 2003, Jain & Gupta
2004, focused in the past years on understanding the expectations of customers, as understanding their expectations allows
service providers to provide and produce services of high quality meeting those expected, this has an essential role in
customer satisfaction and content and guarantees continuation of dealings with the service provider, this is the same with
the healthcare services, as what they provide has to be consistent with what the patient expects, in a way that guarantees
their expectations met and the continuation in dealing with the healthcare provider or the pharmacy in this case.
To continue dealing with the healthcare provider in a pharmacy, the service has to be of high quality with
continuous improvement and development in the service quality in a way that ensures its keeping pace with the
developments in the surrounding region and the advancements in technology in the health domain as well as in the needs
and requirements of patients; because this progress will allow the healthcare provider or pharmacy to accomplish customer
satisfaction, driving them towards future dealings with the same healthcare provider or pharmacy in this case (Methlie &
Nysveen, 1999).
As service quality represents an appropriate percentage and effectiveness of the provided service for the
expectations of customers (Mileide et al., 2013).
According to Ramsoran & Fawoder 2007, Chang 2008, and Zeithaml 2009, the concept of service quality has to
be based on the needs and requirements of customers, and as every customer has a certain point of view and evaluation
which differs from others, which forces organisation (e.g. healthcare providers) to provide services satisfying all clients,
here comes the part of workers and their response nature, communication, level of understanding customers needs is
essential in achieving customer satisfaction and continuation of dealings with the customer. Also it is well-known that
service quality is affected by the individuals providing of the service and the agent plays an important role in affecting the
quality of the provided service.
It is also well-known that healthcare services are characteristically sensitive and require precision as they deal
with patients and any mistake might risk patient safety, that being said the healthcare service quality depends on patient
safety and the technique used to deliver a certain message to the patient by the healthcare provider, as well as the ability of
the patient to deal with such messages. Healthcare service quality is defined as the ability to meet patient needs and satisfy
them and the ability of the healthcare institute or the pharmacy to specify these needs and requirements and the ability to
meet them in the best way possible by using all the advanced medical techniques and methods in the way that guarantees
patient satisfaction.
Healthcare service providers find that patients have personal requirements that they expect to be met by the
provider, so the work is based on challenging the standardized level of healthcare service quality which has to be reached
regardless of the nature or the kind of disease. Those sections (providers and employees in the healthcare service) have to
be amended and should establish excellence and exceed the expectations and needs of patients in a way that leads to the
highly efficient healthcare service, at the same time healthcare service providers have to take into consideration the need to
establish the dimensions of quality service in the right efficient manner.
Impact Factor (JCC): 5.4638

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

75

Dimensions of Service Quality

According to Shan et al., 2006, Parasuroman et al., 1990, Alsamaydai & Rudaina 2010, and Handayani et al.,
2015, there are five dimensions of quality service including healthcare service quality, and these are:

Tangibles: The physical appearance of the service, equipment, facilities, etc, which support the process of
providing the service, securing the patient (in the case of healthcare service) the service in the easiest most
efficient way.

Reliability: The ability to perform the promised service in an adequate and reliable manner. And reliability
depends on the consistency of performance and dependency. Here it can be measured if the organization (of
which the healthcare provider) provides the service in the right way from the first try and keeps its promises and
its precision which reflects positively on the benefactor (the patient in this case).

Responsiveness: The capacity to solve customer problems and to serve customers quickly. Responsiveness in
providing services (of which healthcare services) indicates the ability and readiness of the providers to meet the
needs of the benefactors or patients by providing them with whatever information or service in the quickness
needed especially in the case of healthcare services as readiness and quickness in providing a service indicate
efficiency in providing the service in healthcare institutes.

Assurance: The knowledge, politeness, and reliability of the employees. In healthcare services the availability of
security and safety for patients is of great importance and has a major role in the dealing of the healthcare
institute, at the same time, these institutes have to provide patients with full security of their personal and
pathological information in a way that ensures patients of their security.

Empathy: Care and personalized attention given by the organization to the customer. As empathy is related to
care and attention given to the quality of the service by the provider on an individualised basis through the
provision of needs of beneficiaries especially in the case of healthcare services, and personal care to each patient
according to his case and needs.

Customer Perception
Perception is identified as the way the individual sees and evaluates the external variables which are reported to
him through his senses. As it in a way represents the collection of the psychological factors that intermediate the external
stimulations, in another it evaluates and senses them.
According to Alsamydai & Rudaina, 2005, the system of perception in the behaviour area is translated through
two factors its the spontaneous direction of external and physiological activity of the individual and customer. The second
factor is choosing information; as individuals and customers have the freedom to choose certain information and discarding
information that are unknown or mysterious. Subsequently, the behaviour of the customer and their satisfaction are
affected by their level of perception.
From another perspective, Chia et al., 2008 indicate that the benefactor is the one giving the service, previous
experience indicate that, subsequently customer perception represents the greatest indicator to evaluate the success or
failure of the service, meaning that quality service in measured by perception of the customer who benefited from the
service provided. Quality service depends on how well the harmony is between the service provider who is dependent on
www.tjprc.org

editor@tjprc.org

76

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

previous experience of the service provided and the perception of service quality, through the comparison between what
information he possesses and what experience he has acquired from the service and what he is getting now (Alssmydai &
Rudaina 2010).
Customer Satisfaction
According to Paul et al., 2010 the customer satisfaction can be defined as the number, or percentage of total
customers whose reported experience with a firm, its product, or services (ratings) exceeds specified satisfaction goals.
While Kolter, 2006 defines satisfaction as a persons feelings of pleasure or disappointment resulting from comparing a
products perceived performance (or outcome) in relation to his or her expectations, and additionally suggests that the
degree of customer satisfaction is the key to success of the marketing strategy. Alsamydai & Rudaina 2006 argue that the
degree of satisfaction represents the difference between what the product achieves regarding the satisfaction of the
customer after acquiring it and benefiting from it before acquiring it. The more the customer satisfaction meets or
surpasses the raised need, the higher the degree of satisfaction. Therefore, customer satisfaction of services is achieved by
the supplication of core and supplementary services that are to his satisfaction, which is only accomplished through the
organization and accurate identification of the needs and desires of the customers and working to meet them (Alsamydai &
Rudaina 2003), (Alsamydai et al., 2012).
When the patient chooses a healthcare institute or a pharmacy he expects to get a certain level of quality service
and his perception of the quality of this service from this institute or pharmacy, subsequently, what has been really offered
is considered the primary measure to the service quality in all of its different dimensions, so when the healthcare service is
provided in a better way than expected, then patient satisfaction is guaranteed, and the opposite is just as true.
Hypothesis of the Study
Based on the study problem, goals, and study model many hypotheses were established to cover all the
dimensions of this study. These hypotheses were shown down:

The first category:

H1: healthcare service quality affects patients perception and satisfaction of the service provided
H2: Tangibility affects patients perception and satisfaction of the healthcare service provided
H2: Reliability affects patients perception and satisfaction of the healthcare service provided
H3: Responsiveness affects patients perception and satisfaction of the healthcare service provided
H4: Assurance affects patients perception and satisfaction of the healthcare service provided
H5: Empathy affects patients perception and satisfaction of the healthcare service provided
H6: patients perception of the quality of the healthcare service provided affects his satisfaction
H7: patients satisfaction of the quality of the healthcare service is affected by the quality dimensions and his

perception of it.

Impact Factor (JCC): 5.4638

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

77

METHODOLOGY
Research Design
This papers main research objective is to contribute to growing body of research on health care service. More
specifically, our research questions aim to examine which factors influence the health care service quality. Consequently,
ontologically the paper considers the patient's as the unit of analysis. Epistemologically for this exploratory work, a
qualitative and quantitative study was deemed appropriate as it enables deeper analysis of the underlying factors.With the
purpose of exploring the health care service factors on improving service in customers minds. The initial empirical work
using questionnaire as the data collection method was deemed appropriate, as they can provide the necessary flexibility
needed.
Data Collection and Sampling
In order to identify relationships among the variable that lead to health care service on improving service
reputation in customers minds (ISRCM), questionnaires were used as the primary data collection method. This
questionnaire has been designed and improved after exhibiting the primary copy with the study model and its hypotheses
on a preliminary sample of patient's (242 patient's).
The society of this study consists of the patient's in Amman, Jordan. The sample used was simple (randomized
sampling), as 263 questionnaires were distributed and 242 questionnaires were answered which makes a 92%, eleven
questionnaires were not fit for statistical analysis, which decreased the total questionnaires answered and fit for analysis to
312 questionnaires which makes a 89% of total questionnaires distributed, this is an acceptable percentage for scientific
research.
Scale and Dimension of the Study
The process of scaling is an essential tool in almost every research situation (Malhotra et al., 2004) and is most
commonly used for assessing the way people feel or think about objects or constructs (Neuman, 2003). Having taking into
consideration the criteria for selecting a scaling technique, information needed by the study as well as the characteristics of
the respondents and the mode of administrating the survey instrument, the five point Likert scale was considered as the
most appropriate for the current study (Zikmund, 2003). Likert scale was used in dimensions 2 and 3 (very agree) to (do
not agree strongly), (always happened), to (never happened) consequently.(Alsamydai, 2014).

Dimension (1) Tangible

Dimension (2) Reliability

Dimension (3) Responsiveness

Dimension (4) Assurance

Dimension (5) Empathy

Dimension (6) Patient perception

Dimension (7) Patient satisfaction

www.tjprc.org

editor@tjprc.org

78

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

Analysis Method
Several statistical techniques were used. These techniques include Cronbachs Alpha, frequency analysis,
descriptive analysis, Pearson correlation matrix and one sample t-test. The t-test was used to accept/reject the hypotheses,
through testing the average means of single sample based in the value of the scale midpoint. A midpoint equal to three was
chosen by adding the lower coded of the Likert scale (1) and the upper code (5) of the Likert scale.
Validity and Measurement of the Tool
Cronbachs Alpha coefficient has been used with a value of Cronbachs Alpha ( = 0.77) for all variables of the
study, which is a good and suitable value for the purposes of the study being higher than the accepted percentage of 60%.
Table 1: Reliability Coefficient
No. of Cases
242

Cronbachs Alpha
0.77

No. of Items
20

RESULT GENERAL
By using descriptive analysis it was determined that the mean of all questions are over the midpoint (3) except for
the questions (7 and 9) these results are shown in table (2):
Table 2
Mea
n
First Dimension: Tangibility
1- Does that pharmaceutical company (pharmacy) used modern
4.42
equipment to provide its services
2- Does that pharmaceutical company ( pharmacy) provide a
3.66
modern, new facilities
3- Does that arrangement and interior design pharmaceutical
4.47
company (pharmacy) is good and arranger
Second Dimension: Reliability
4- Does pharmaceutical company (pharmacy) offers its services
4.42
accurately
5-Does pharmaceutical company (pharmacy) able to provide
4.40
healthy services with high capacity and easy way
6- Does pharmaceutical company (pharmacy) able to provide
4.47
good healthy services with highly Confidence
Third Dimension: Responsibility
7-Does pharmaceutical company (pharmacy) have willingness to
2.85
help patients
8-Does pharmaceutical company (pharmacy) providing health
3.07
service fast and immediate
9-Dose pharmaceutical company (pharmacy) have the ability to
2.73
deal with patients and respond to them
Fourth Dimension: Safety
10-Does feel safe inside pharmaceutical company (pharmacy)
3.49
11- Does dealing with pharmaceutical company (pharmacist)
4.01
produce safety and assurance
12-Does pharmaceutical company (pharmacy) honest in dealing
4.42
with patients
Fifth Dimension: Sympathy
13-Does pharmaceutical company (pharmacy ) Care about patient
4.20
and their personal circumstances and communicate with them
Questions

Impact Factor (JCC): 5.4638

Std. Dev

T Value

Sig
(2 Tailed)

1.80

6.53

0.00

1.14

9.10

0.00

0.81

28.41

0.00

0.80

27.70

0.00

0.79

27.73

0.00

0.84

22.41

0.00

1.56

-1.48

0.14

1.37

0.89

0.00

1.50

-2.74

0.01

1.12

6.78

0.00

1.05

14.82

0.00

0.84

26.31

0.00

0.97

19.27

0.00

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

79

Table 2: Contd.,
14-Does pharmaceutical company (pharmacists) understand the
4.04
requirements of patients easily
15- Does pharmaceutical company (pharmacists) have enough
4.02
information to answer patients questions
Sixth Dimension: Perception
16- Does patient have a perception of the health service quality
4.14
pharmacy
17- Does the perception to dimensions of health service quality
4.24
effect at the level of perception and satisfaction
18- Does the dimensions of health care service effect at the level
4.44
of perception of patient and them satisfaction
Seventh Dimension: Satisfaction
19- Does the dimensions of health care service effect on the level
4.28
of satisfaction by patient
20- Does perception of patient to dimensions of the health care
3.94
service will affect satisfaction about it

0.92

17.65

0.00

0.94

16.75

0.00

0.94

18.81

0.00

0.72

26.91

0.00

0.82

27.39

0.00

1.39

22.43

0.00

0.94

0.94

0.00

Testing Hypothesis
Test results of the first set of hypotheses of the study are shown in table (3). Statistical analysis of this illustrates
in overall mean score of respondent which measures the dimensions (D1, D2, D3, D4, D5, D6, and D7) that corresponds to
the first category hypotheses. The mean values of these are (H1 = 3.96, H2 = 4.34, H3 = 2.86, H4 = 3.97, H5 = 4.08, H6 =
4.27, and H7 = 4.11). There values are above the scale midpoint (3), expect the H4 and H5 with the standard deviation
showing small dispersion this man moreover.
These results were further validated by the one sample t-test which revealed that the overall mean different for
these dimensions as a whole was statically significant (N = 0.000) at (Ns = 0.05) with a higher T-Value (H1 = 19.70, H2 =
35.50, H3 = -1.35, H4 = 20.07, H5 = 22.85, H6 = 32.30, and H7 = 23.17) these scores are higher than tabular t (tabular =
1.96), as a result of the seven hypothesis are accepted, these results are shown in table (3).
Table 3: Testing Hypothesis First
Test Value = 3
Hypothesis
H1: healthcare service quality affects patients
perception and satisfaction of the service provided
H2: Tangibility affects patients perception and
satisfaction of the healthcare service provided
H3: Reliability affects patients perception and
satisfaction of the healthcare service provided
H4: Responsiveness affects patients perception
and satisfaction of the healthcare service provided
H5: Empathy affects patients perception and
satisfaction of the healthcare service provided
H6: patients perception of the quality of the
healthcare service provided affects his satisfaction
H7: patients satisfaction of the quality of the
healthcare service is affected by the quality
dimensions and his perception of it

www.tjprc.org

Mean

Std. Dev

T Value

Sig.
(2-Tailed)

3.56

0.76

19.70

0.000

4.35

0.61

34.50

0.000

2.88

1.28

-1.35

-0.17

3.97

0.75

20.07

0.000

4.08

0.74

22.85

0.000

4.27

0.61

32.30

0.000

4.11

1.11

23.17

0.000

editor@tjprc.org

80

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

DISCUSSIONS AND CONCLUSIONS

Discussions
The objective of the current study was to evaluate the measuring patient satisfaction regarding the quality of
health care service provided by the pharmacist, study model was developed which including several faction that were
divided into seven dimensions including: the service quality dimensions (Tangibility, Reliability, Responsibity, Assurance
and Empathy), Patient perceyotion and patient satisfaction.
The analysis of data was mainly based on conducting descriptive statistics to extract the means and the standard
deviation. This was followed by using a one sample T-test analysis to examine the hypotheses.
The responses of the studied sample to the questionnaire questions (20 questions) were all positive, except for two
questions (which were, 7and9), as the means for these questions were less than analysis of than three (midpoint=3)
The analysis of the first (Tangible) And a T value equivalent to (28.41), which is considered high value, the
second dimension Reliability
Regarding the third dimension (responsibility) Evaluation of this factor was negative except question no. 8 which
is related to the health care service providing speed, median value was (3.07) which is low but higher than midpoint (3)
and with a T value (0.89) which is low compared to the rest of positive values for the other questions of the other seven
factors included in the study.
The fourth factor ( assurance ) which reflect the honesty in treating patients came in the first class to that factor
with a median value ( 4.42 ) which is typically high value and with a T value ( 26.31), at the same times the values of the
rest questions of that factor was above medium.
The fifth factor (empathy) which reflects patients caring, communicating and knowing their personal
circumstances got the first class to that factor with a median value (4.20) which is high value and a T value (19.27). For
other questions the values were above (4) which is sort of high value.
The sixth factor (patients perception) all of the questions were of a high value, remarkably the question related to
the effect of the healthcare service quality on the level of patients perception and satisfaction got the first class with a
median value (4.44) which is a high value scored the third level among all the values for all the factors, at the same time
the T value which is (27.39) is a high values compared with rest values.
Finally for the seventh factor the question related with healthcare service quality on patient's satisfaction got high
value among other value (4.28) among the other values of the factor and with a T value (22.43) which is a high value.
All hypotheses were accepted, except the second hypotheses, according to analysis of descriptive statistics and
one sample T-test but with different values.

CONCLUSIONS
(Alsamydai d Rudaina, 2010), (Shan et al 2006). This study discussed an important subject related to all society
individuals, with different ages, gender and jobs which is the health care services that represent the most important part of
the health system for any country. This kind of irreplaceable service by all patients' child and adults, if it's served in a good
accurate and a high efficient performance it will help mitigate their suffering and ensure quick healing.

Impact Factor (JCC): 5.4638

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

81

This study concentrate on measuring the patient's satisfaction on the level of healthcare service quality provided
throughout studying the five factors (Tangibles, Reliability, Responsiveness, Assurance and Empathy) that have been
approved by most of the researchers like
A sample study was designed included the seven afore mentions quality factors, and on the light of this sample
and the study target a survey form with 20 questions was designed.
The concluded that the quality service factors have an effect on the patients perception and satisfaction but in a
different manners. Where this effect was higher on patients perception with a median value ( 4.27) while its effect on
patients satisfaction has a median value (4.11) which are very close values , this indicate that the patients realize these
factor but he couldnt be satisfied 100% and that was clear from the value of third factor ( responsiveness) with a value (
2,88) which is less than midpoint (3) and with a T value ( -1.35) which represent patient evaluation related to pharmacists
institution readiness in helping and dealing with patients.
This study got a consistent results with other studies in the field of service quality factors in general and the
healthcare service specially but this study concentrated on the level of patients satisfaction of the health service further
future deep studies is needed for the effect of the factors on individuals.
Measuring patient satisfaction regarding the quality of healthcare service provided by the pharmacist
REFERENCES
1.

Alsamydai,Mahmood Rudiana,Authman,(2012),services marketing, Dar massira for pubulishing,Amman,Jorden p 94_95.

2.

ALsamydai mahmood,Rudiana,Authaman and ALkhasawneh,mohammd (2012) The factors influencing consumers satisfaction
and continuity of Deal with

E-Banking services in Jordan,GloBal Journal of management and Business Research ,vol 12

Issue 14,p128_131.
3.

ALsamydai,Mahmood& Rudaina Authman(2005),consumer behavior ,Dar almouhg for publishing and distribution.

4.

ALsamydai,Mahmood &Rudaina Authman (2006),Quantition Methods in marketing ,Dar almonhg for publishing and
Distribution ,Amman,Jordan, p261_262.

5.

ALsamydai,Mahmood &Rudaina Authman (2003),Media Marketing strategic Entrance ,Dar almonhg for publishing and
Distribution Amman Jordon.

6.

Alvin, C, Burns Rouald.F.Buch(2003),Marketing Research Online Research Application, Upper saddle River,N.J, prentice.

7.

Bradley Haze,pulters,Johnson,Y and Zeil M,(2011),Improving the quality of Pharmaccatical service,SA Association of
Hospital and Industrial pharmacists voll 78,No4,p42_44.

8.

Bradley,H,putter,s,Johnson,Y and Zeile,m,(2011),improving the quality of pharmaceutical services, SA Association of

Hospitals and industrial pharmacists, vol 78 No,p 42_44.

9.

Cosendey,M,Hartz,z,and

Bermudez,T,(2003),validation

of

atool

far

assessing

the

quality

of

pharmaceutical

services,(2003),cad,sauide publica,Rio de Janeiro,19(20 p395_406.

10. Cosendey,M,A,Hartz,Z.M and Bermudez J.A,(2003),Validation of atool for assessing the quality of pharmaceutical services
,cad,saude publica,Rio Janeiro,19(2),p395_406.
11. Hold ford, schutzl (1999), Effect of Technical and function of Quality on potient perception of pharmaceutical service quality
Research, pharmaceutical research, vol, 16, No.9 p1344.
www.tjprc.org

editor@tjprc.org

82

Ali Mahmoud Jasim Alsamydai & Ahmed Basim Mohammed Baqer

12. Handayani, et al (2015), strategic hospital services quality analysis in Indonesia,Journal homepage,42,3067_3069.
13. Genfen,D(2002),Reflections on the dimensions of trust and trust worthiness among online costumers' , The data base for
Advances in information systeme,33(3) p 38_53.
14. Hanan, S.K,Dina,W and osman,A.E(2007) The impact of employee behavior on customers, service quality perception and
overall satisfaction, polgrave mac Millan,N.89,p82.
15. Jain,M Gupta,G(2004),Measuring service Quality servqual vs servperf, scales,The Journal for Decision mark,29_(2),p25_27.
16. Jenet,M,A(2011),The Relationship between customer satisfaction service quality: a study of three services sectors in Umea
student, Umea school of Business spring semester, master's thesis, No 4.
17. Lovelock,C Wirt z,J,(2007),services marketing people, Technology, strategy,sixth edition, person prentice Hall,N.J,p 416_418.
18. Methie, L,Nysveen,H(1999),Loyalty of online Bank customers, Journal of information Technology,(14)(4) p375_386.
19. Mileicle,M,P,Edenise,M.S,Tronchin,D.M and Mellriro, M.M,(2013),The use of the quality model of parasuraman ,zeithaml
and Berry in health services,Revista da Escole Enfermogem da usp vol,47 no 5,419.
20. Mishal,F.M,(20150,The impact of Hotel services Quality on satisfaction in the city of Amman,Masteris Thesis, zarqa
uninersity,p_27.
21. Min et al(2015),Evaluating patients perception of services Quality at hospitals in nine Chinese cities by use of the servqual
scale, Asian pacific Journal of Tropical Biomedicine,5(6),p 497_504.
22. Malhotra,N_K(2004),Marketing Research :An applied orientation(4th ed):applied saddle,River,NY,prentice Hall.
23. Methlie Nysveen,H,(1999),Loyalty of On_line Bank,Customes,Journal of information Technology,14(4) p375_386.
24. Neuman,w.L,(2003),social Research methods: Qualitative and quantitive approaches,5th ed,Torouto:Allyn Bacou.
25. Parasuromal et al A,zeithaml.v.A and Berryl(1988),servquali A multiple_item scale for measuring consumer perceptions of
services quality , journal of Retailing,64(1) 12_40.
26. Parasraman,A,zeithmal,v and Berry,L (1985),A conceptual Model of services Quality and its Implications for Future Research
Journal of market.
27. Paul,w,,weil,T,Berndle,p&david,R,(2010),The definitive guide to measuring marketing performance, Upper saddlerive ,N.J,
person education.
28. Parasuraman,A.,Zeithaml V.A.,Berry L. L.,servqual: Alternative scales for measuring services quality? A comparative
assessment based on psychometric and diagnostic criteria, Journal of Retailing,vol. 70,No. 1.pp.193-199,1994.
29. Ramsaran-Fowder, R, R,Developing aservice quality questionnaire for the hotel industry in Mauritius", Journal of vacation
Marketing, volume 13(1),p,19-17.
30. Stelzer A et al (2015),Imporoving service quality in public tran pontation sytems using automat customer
feedback,Transportation Research part Exxx p 1_17.
31. Sakthong,p,suksanga,p,sakulbumrungsil and watjana,w(2014),Development of patient reported outcomes measure of
pharmaceutical Therapy for Quality of life(Prompt_Qol):A novel instrument for medication man agreement, science Direct,
Research in social and Administrative pharmacy 1_4.
32. Sohail, S,(2003),service quality in hospital; More favorable than you might think, Mquaging service Quality,13(3),p 197_206.
33. Saha,P,Zhao.Y,(2006),Relationship between online service quality and customer satisfaction, stay in internet banking, Master

Impact Factor (JCC): 5.4638

NAAS Rating: 3.54

Measuring Patient Satisfaction Regarding the Quality of

Healthcare Service Provided by Pharmacists

83

Thesis, Lulea university of Technology.

34. Urbonas,G,Iakusovaite, savickas A,(2012),B pharmacy specialists toward pharmaceutical service quality at community
pharmacies, Medicina (Kaunas),46(10), p688_920.
35. Veenema,TG,et al (2015),Quality of health care services provided in disaster shelters, international Emergency Nursing 1_7.
36. Yulawrence woodcock,Janet (2015),F D A pharmaceutical quality oversight, International Journal of pharmaceuties,xxx,p1_6.
37. Zeithaml, v,Bither MJ and Gremler,D,(2006),services marketing: Integrating customer focus across the firm,4th
Edition,Boston:Mc Graw Hill,p154.

www.tjprc.org

editor@tjprc.org