Evaluate the customer sastifaction of supply and consultation activities of COVID-19 treatment products at some pharmacies in Thu Duc city.

Abstract

     The outbreak of COVID-19 and its widespread spread has created a serious overload for the health system. In such situation, self-treatment has practical significance and its effectiveness is mainly determined by pharmacies. The research objective is to build a survey questionnaire and determine the level of customer satisfaction on the supply and consultation of COVID-19 treatment products at a number of pharmacies in Thu Duc, Ho Chi Minh City. The study used qualitative method (by referring to previous research topics to build preliminary survey questionnaires) combined with quantitative research through 02 phases: (1) a preliminary survey on 30 customers to assess the reliability of the scales, (2) an official survey of 400 customers to assess the customer satisfaction. The obtained results showed that customers were satisfied with the supply and consultation of COVID-19 treatment products at 10 surveyed pharmacies and all three proposed factors had a positive influence on customer satisfaction, among which the factor “Professional qualification of drug salesperson” had the strongest impact.