The Impact of Pharmaceutical Care Service Quality on Customer Satisfaction in Private Pharmacies in Al-Bayda City

Abstract

This study aims to measure the level of pharmaceutical care service quality in private pharmacies in Al-Bayda city, analyze the extent of applying quality dimensions are applied within them, in addition to evaluating the impact of these dimensions on customer satisfaction. A descriptive-analytical approach was employed, and a questionnaire was designed and distributed to a sample of 200 beneficiaries of these pharmacies' services. Data were analyzed using means and standard deviations. The study hypotheses were tested through a multiple linear regression model using SPSS software. The results showed that service providers in these pharmacies possess high competence in delivering quality services, with the overall arithmetic mean for service quality reaching 3.97, which reflects a high level of agreement. It also became evident that customer satisfaction reached a moderate level, with an arithmetic mean of 3.79. The regression analysis results indicated a significant effect of service quality dimensions on service. The test revealed that the dimensions of Reliability and Tangibility had a significant and positive impact on customer satisfaction. The study concluded that improving service quality dimensions, particularly Reliability and Tangibility, contributes to raising the level of customer satisfaction in private pharmacies in Al-Bayda city.