Quality percepction and improvement strategies for pharmaceutical service. Case Babahoyo

Abstract

The service in pharmacies not only influences the customer experience, but also has significant implications for the health and well-being of the community at large. In this sense, it is necessary to know the perception of clients regarding the quality of pharmaceutical service, in order to strengthen the relationship between pharmacy staff and clients. This research focuses on analyzing the quality of pharmaceutical service to implement improvement strategies that allow for more humane pharmaceutical care focused on the needs of each individual. An instrument adapted from the Servqual scale was used as a research tool. It is concluded that the dimensions reliability and empathy, whose scores were 4.2 and 4.4 respectively, are considered areas for improvement, as they show that not all clients perceive service quality in this dimension. Actions were proposed aimed at promoting more patient-centered pharmaceutical care oriented toward understanding, emotional support, and individual needs. A positive impact on the customer experience and the reputation of the establishment is also expected.

Keywords:

Pharmaceutical service, Improvement strategies, Customer support.