PERCEIVED SATISFACTION OF THE INDEPENDENT COMMUNITY PHARMACY SERVICE OF THE CITY OF SUCRE

Abstract

The objective of this work was to determine the degree of perceived satisfaction of the internal and external customer of the private community pharmacies of the City of Sucre 2019. It is a quantitative, correlational, cross-sectional study conducted in 53 pharmacies, distributed in the different districts of the city of Sucre, conducting the interview with 1 internal customer per pharmacy and 108 external clients over 18 years. Among the results is that most of the external clients are female (61.11%), as well as the majority indicates that the location and ease of access to the pharmacy (53.7%), the opening hours are good attention (59.26%), the treatment and friendliness of the pharmaceutical staff (56.48%), however they qualify to regulate the waiting room (43.52%). The perception of internal customers about the waiting room is good at 41.51%, as well as the information provided to the external customer (49.06%). In conclusion, it can be noted that external clients are satisfied with the attention received and internal clients in the same way