Applying Q-methodology to study customer satisfaction with quality of community pharmacy services in Vietnam

Abstract

Purpose: To determine the pattern of customers’ viewpoints regarding their satisfaction with the quality of services of community pharmacies in Vietnam. Methods: Q-methodology was applied to identify distinct patterns of subjective perception on community pharmacy services. A Q-sample of 40 statements was developed following a review of the literature. The study recruited 144 customers from 40 pharmacies in four Vietnamese cities. They were required to sort 40 statements into a quasi-normal distribution grid according to their degree of satisfaction with the quality of community pharmacy services. Data collected were analyzed using PQ Method software version 2.35. Results: This study identified three factors indicating three patterns of perspectives concerning customer satisfaction on the quality of community pharmacy services: Factor 1: accessibility of the community pharmacy; Factor 2: availability of medication consultations; Factor 3: accessibility of medicines. Conclusion: There are three main patterns of viewpoints concerning customer satisfaction with community pharmacy services in Vietnam. The findings should contribute to improving the understanding of pharmaceutical policymakers and pharmacy staff regarding customer satisfaction with current pharmaceutical services.