The quality of pharmaceutical services provided to the population of the irkutsk region as the basis for the formation of consumer preferences

Introduction. The consumer's perception of the quality of the pharmaceutical service provided to him is important for the operation of the pharmacy. A stable level of satisfaction and a repeating positive experience of visiting a pharmacy form the basis for the formation of loyalty, therefore, in order to achieve success, regular study and monitoring of these parameters is necessary.

Objective: To analyze the degree of satisfaction of the population of the Irkutsk region with the quality of pharmaceutical services.

Material and methods. Pharmacy organizations of the Irkutsk region were the basis for the study. We used a survey method (questionnaire). Data processing was carried out using MS Excel. In order to identify significant differences within the groups of respondents, a multivariate PERMANOVA analysis of variance was carried out.

Results. The factors influencing the choice of a pharmacy by consumers are studied, while differences in the answers of respondents within groups by age and social status are revealed. To assess the level of satisfaction, a certain set of criteria was used, each of which was evaluated by consumers on a five-point scale. For each of the criteria, the average score and the consumer satisfaction index (CSAT) were calculated. Weaknesses in the work of the pharmacy that affect the level of consumer satisfaction are identified.

Conclusion. Results of a study on regular monitoring of food and food quality. It is envisaged to conduct a report on the quality of pharmaceutical services, taking into account the discussed level of quality of services from the point of view of consumers.