Validation of a questionnaire for consumers' perception of service quality in community pharmacy

Research in Social & Administrative Pharmacy : RSAP
Bethany GrewStephen R Carter

Abstract

Consumer insights are vital to gain an understanding of service quality and enable its accurate measurement. Our team has previously developed a theory-based, qualitatively and quantitatively-informed service quality questionnaire for Australian community pharmacies with a price-focused marketing strategy (PFMS). The questionnaire assess 6 domains of service quality: Health and Medicines Advice, Non-Prescription Service, Relationship Quality, Technical Quality, Environmental Quality, and Health Outcomes. The aim of this study was to validate the questionnaire through confirmatory factor analysis (CFA) using data from customers attending pharmacies with a service-focused marketing strategy (SFMS). A 31 item questionnaire was administered to convenience sample of customers from 3 SFMS pharmacies. The collected data was analysed using CFA. Model parameters were estimated using the full information maximum likelihood (FIML) method. The model was revised on inspection of modification indices and fit statistics and tested for construct validity, construct reliability and measurement invariance. A total of 319 responses were collected for CFA. On examination of the modification indices, 4 items were deleted. The fit statistics for the...Continue Reading

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