Factors affecting customer's satisfaction in pharmacy services of public health institutions at werabe town

Abstract This study investigates the factors affecting customer satisfaction in pharmacy services within public health institutions in Werabe Town, Ethiopia. Specifically, the research focuses on five key variables: the availability of medications, waiting time, the convenience of pharmacy location, counseling about medications, and the cost of medications. Utilizing a quantitative cross-sectional design, data was collected from 384 patients through structured questionnaires, with a response rate of 90.63%. The data was analyzed using descriptive statistics and multiple linear regressions to determine the impact of these variables on customer satisfaction. The results reveal that the availability of medications is the most significant factor influencing customer satisfaction, with 63.04% of respondents expressing satisfaction when medications were readily available. Waiting time also played a key role, as longer wait times were associated with lower satisfaction. Additionally, the convenience of pharmacy location and the quality of counseling about medications were positively correlated with higher satisfaction levels. Interestingly, the cost of medications was not a major concern for most respondents, with 78.26% finding the prices affordable. The study concludes that improving medication availability, reducing waiting times, enhancing the accessibility of pharmacies, and providing clear and helpful counseling can significantly improve customer satisfaction in public health institutions. These findings offer valuable insights for healthcare administrators and policymakers to enhance pharmacy services and improve patient outcomes in resource-limited settings like WerabeTown.