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2 Thai J Health Research 19(1), 2005 COMPARATIVE STUDY OF CLIENT SATISFACTION WllX PHARMACY SERVICE BETWEEN TYPE 1 DRUG STORE AND TYPE 2 DRUG STORE Rapeepun chalongsukl Panjapd ~ao~oonpa! Kamonrat ~im~in~charoen~ Ora wat ~eeraka w! Supasinee ~riti~pa~a waraku! Saratwadee ~h~angtahamninime~ Abstract There are many authorized persons who can dispense medicines in drug store such as pharmacist, nurse, and drug store owner who was certified by Food and Drug Administration. It is not easy for consumer to notify the difference of there practice. The purpose of this study was to compare client satisfaction with pharmacy service between type 1 drug store (in which only pharmacist is a authorized persons for dispensing medicines in) and type 2 drug store. Questionnaire was developed from the Thai community pharmacy's standard practice of the Pharmacy Council. Each 150 clients of type 1 drug store and type 2 drug store in Muang Nakhon Pathom were asked to evaluate their satisfaction toward the pharmacy service during June to August, The result was that pharmacy service satisfaction score level of clients' type 1 drug store were average 9.00 k 1.13 which was higher than score level of clients' type 2 drug store( ). The average different score of two groups was statistically significant (p=0.001). There are some activities of the Thai community pharmacy's standard practice which clients did not easy notify or were not served, for example: referring to physician in severe case. So most of clients did not received these services from the drug stores. In conclusion clients were satisfied with pharmacists' pharmacy services more than another one's services. \ \ Key words: drug store, pharmacist, pharmacy service 2 '~e~artment of Community Pharmacy, Department of Chemistry Pharmacy, Faculty of Pharmacy, Silpakorn University, 3~aculty of Pharmacy, Silpakorn University *To whom correspondence should be addressed. rapee@su.ac.th, rapeepun@ .pharm.su.ac.th Tel: , Fax: Original Article

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4 36 Thai J Health Research 19(1), 2005 ~mus?u$u l*jlwniin Rating scales13 10 ms%~s7~6'aya Y~ILU~~JLUU~I~~~~IU v 49 4 ~ b ~ ~ l ~ ~ ~ ~ ~ ~ l % l6lbfi l r Fni lob ~ l ~ L f l % ~ ~ ~ 5 ~ ~ (SD.) 7 IU~BU Cn.~giu al~dl~umsi~n.ii-m'il~fi windows version 11 x2 test Lbaz t test bunixutdsansuh6-a2d SPSS for Original Article

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6 38 Thai J Health Research 19(1), 2005 'l~i7~ 3 L~U~~~IUUI *~I~?LRsIzMCL"E~ x2 **"I~?LFI~IUM.~GIU t test Origind Article

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8 40 Thai J Health Research 19(1), 2005 nin~d 2 m~~d?~uduurruiun~iu~~wali)~a;1$~~1l.a'u3n1~41~~~nm1~a1~w ai3w $ly7m"1177lu.1 ~ly7me17 7lE1.2 dlb~&.i SD. dlbij&j SD. niswnaaua5g *n15%n~i"~t(ilu t test naiu~nisl3u?niaiiuui~a1d $1~~11 '11~1.1 $1~7~~1 au.2 lodiaa 3 ~4a~deii~ui Fiit.adu SD. FiW&k.l SD. niswmaaua%i *~IT~?L~TI=MT~u t test Original Article

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10 42 Thai J Health Research 19(1), 2005 misi~nd 5 id?u~~~u~~~m~~~6az~d~~~~dn~un'?aeii.rl6?ueinsiuui~uil~u3nis Original Article

11 ~~auanriaasiua::tdunua~ii;3nssudhuuil$u~ni~n"u[uiiuu~msaan~ilu 19 $uuu wuiin~uniarii~dl6yuu~ni~~~niiuui uu. 1 ni7iaua:: 80 iinaiuwalqluiiiau ~n=jdii~uuw"iinis un~~uni-ioiuii~ds::a"$ni~lduin$~n'auiiaua:: 76.2 C/WJI;~~"U~~UUU u3msd m ~~~~~uu::riii~~~~~mu~uni~~a~iiuaa::inai~.in (iaua:: 79.5) nislg dia'auiuidu3iiunis~~uyn~~ui (iaaa:: 63.1) muluiiu~m~~~u3ni5u"a~a6id~nai ddcr ~';squ3ui~uau (iaua:: 78.0) m5ii~~a~aui~~~i5~wuiuiaiun~m'~1uain15~u~b (iaua: 54.2) m~flu~nd~.t$m5lduiua~~dau (iaua:: 54) m~luiiuiu~ni5m5a~tm n3iuihiiulaiin (iaua: 46.4) mu~uhu~u~m5m5a9a"m~::~~dimia~ub~am (iaua:: 46.2) rnsu3msnsa~i~uu[daudpj"iu (iaua:: 31.6) (mi5iqd 6) ha~un~uhari~rdaiiuu3ni~~iniiuui ua.2 4iuauuinnii<aua:: Gqwa1;3lu~dbiuuaaqfi~n~5u~~da1d$ 80 in-nu dcrw rn5~6~uuinuan~ol::au~56mdbba::~~~u~ni5i u~aubgu6z ua::~ii~mann.maiug~wa10~u~d~~uufi;3n~~uu3ni~m~a~~duu[dau~pj"iu uaqiiuui uu.2 baa iwndi~@inu~~~uiufl~n~~u$~uiiuui uu.2 (mnqd 5)

12 Thai J Health Research 19(1), 2005 ;7um nu. 2 san'un~~~wa1;3~au5n~d1~iu Original Article

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14 46 Thai J Health Research 19(1), 2005 w:a%uui v Y au.2 dr6u~abbnun7s8nwin?~~udaq 3 ~i~audtjiuui bbi~danmaausz~unm W Y i~wa~sbbunriaumu~nw~~ddi~n"u"11a~n~u~aadi9~i~~~~abwiaub~u *~lijins~caqsin~u vv 9 mazds~~ndau.nu~a~~~~~s~s~n"%w~us~nnms~~w"n~~~~~~unis~u 2' tnciiumdadi~ luinuu ds-naun"uamm~%nssu~n'iinis~odifisnssu~i~?%i!wai~~du msh~dii~bn&nssu~n~w"u$qb~d w.n.2543" ~~adsra~~uh~l~d~z~~"~~u unuinua~?m!wm~"11ns4u dil~{u3~n~inaiunio~a"~dau3niss7niiuui ka lld~~u sin~~udi~uui~bu~~iu~aoiud-ji~~~uui~iitu kzu{uu'shnsqlliaiuisnuonzqnaiu umndi~sz~ii~nisibn~"11ns~8u{dfisj"g~w'7dmiung~u7u1uiiuui uu.1 ihrnsiynains d au 7~il~~dfisJ"G~w'idmiungwuiu~ui~uu7 1u.2 11s-naunYUinuinisd7q ~iiym57uaqnis ~d~uut~rla~ari~~sam~4a~~a~d3uu~~uun"ua~mdejiuu ua-{u?lnninu7sn~hkun$qlya vv.4 Y 4 nnu~6iunid$ui~'adi~na"i~uai~ d11~~n~wusnis6iuuinuwu~iunaiu~6iuduin'au aiuisniinwiw~naiu$~u~gulhanpsa ~~d~lgaiuisolguiusnia~iuuiw~amau~aa~iiu 1nduan"ernis1$u716ad~~~dsz~~~sliw~ v v Y dl w vd Y e ~iu?~unkijwuuenu~a~~nmii~nl~usn7siiuuikaldeiau 1 s~i~zeiunmui-rwals Y Y d dau5n~sd1~yu~iniiuuiuinnii{d~uiu 7nf~i~szdl$u3msiiuu7 (msiqn 3) vi.lijsis c: e ~8uldl6i7msl$u'sn7seiau 7hulba~~wuo~nnunnndi~9inu3n7sd16?u~~daznf~diunii ~~dninb8un7sl$u5nisdiiu~5u n~uwuiis:guna7uiqwalsaoa~ ~inin7sl$u3nis dd2 ~8udszii (ons-~.~d 4) dsingn~soid~snn~~~n"u~d~~uuua~da~iibs;r 5 (GAP 5) uaq Parasumman uaznmz ("GAPS" MODEL OF SERVICE QUALITY) d~auaii ia~iiqdrii~~ pn61~riwa~sn'uqiuuims ~~nnnna~uumnh~sznii~naiun~mwa"~ (expected se~ices) n"u d vw qormwuatnunhsuu?n7s (Percieved sewices)l6 ~wsirn7sc/ $ujn?uu3n7sidszaunisdsin nisu3msnf~riaudaudilginaiun~mwa"~lunis?uu3nisn~~da lu~siniiuuiuin& &$IJ w1nu3nisdl6?un~~~mui~~ii~~u~riaudi~~~~1aiui~wa~sama~~6 2d~~uu~a~ii~nssuu5n~~di~uiiuui wui~5duuuflsnssuna7uadi~diiuu7 au.1 aisszimsln'u3nisua~iisnssuw"u 1 idu rn3rju;nd.j-igmsl$u7 rnskda{dau nd{ui?uu~msk~1da~ss-~a1~7so~~bnm~ftulm~mudiu ~n~~u~ui?uu~n~5~6id~u~ 8snssuifu~munsq drmjq~8ununsan$ayads::ig~aq gndqddd$quwnu"i:mums~ %~dil$( E:d v uiiuu3msiiuaulu'u~nd~~yi~iiuu~~fi~nssu~~~~~ udau'1dsnn~ui?uu?nis~iniiuu7 d W d W uu.1 dl6?uu~nislufisnssu~~~~pdyu~uamdauduinniiiiuu uu.2 uans~ndniugaadi.rci l$u~n~siiuu~ "11u.2 iauaz 68.5 i~ina~u~~ilsimiimu~a~lx?uu~niss~n~n~'tlns (misi~ d 5) &~~a~qli' ~~uii$u?lnn~ nsiu~~na7u~~mnd7q1a~i7uu7~;1 2 LLUU 49d7Ii'~?!aiii mriansdfisj"~~~udsz~idiiuu7~ni7~~ udnijui7usi uu.idina~uiqwds~ufisnssu$ i Original Article

15 rana1ghg9 d d d 1. ws~inflnjtfgui W.W sia~ssiy ~unw iaflufi~~v L~UM 84 naun 101 Tun 20!aim wszsiagqggsi (irrjud 3) W.W siaiiss~y~unwi ~GUGLWM d 79 TU~ 13 W[l\mlRN d d ~iun 96 nau 3. wsrna~~n~~iiui (PGIJ~ 4) W.H afisiny~unvi ~Liiun 101 mud 85 iud 3 fl4n47nu QjnJl 61~3, 5 ~ 4 ~ ireioiq"ii, 3 1 ~ L ~13hld ;7$11~,?B%U7 fl3?6!$ LLaz R<~I mqeia nmumshsl~uiaa~d4za7'11u: daualifailsnirlu~ann~m nzhnn. a7saisu~i4nuizuaadins 21 (GLwM): ani~nzanssu Lbaz d~~n~iu~orznssunisui~is~~az~~~ winfiizqgwu-~<-~u ui~ii'i~uins~iu. sm~uiuiiaani~nian4su 9 (I): Wirat Tongrod Development and validation of the Thai community pharmacy's standard practice guidelines. Ph.D. thesis (Pharmacy Administration), Mahldol University. 7. am~nianssu <iuuifif;~mw. sm~uiui~aani~ni"tlnssu 9 (3): I.

16 Thai J Health Research 19(1), hv33fl ilab4qa, k%@@i &iwa, ~u13&wd IW, $IZI qaaui 1336% LL~:: b5a5 $fl'ul39u'fli@9~ ~ T U? ~ ~ L ~ & ~ T ~ U ~ ~ " I 313Ell3%FJ I ~ ~ ~ ~ I B W ~ ~ 4anuini~m~ni=iu.wn 16 (I): Kotler P Marketing Management: Analysis, Planning, Implementation, and Control. 7th ed. Prentice-Hall Internationa1,Inc. London. p di~n4iua~6u~sdiu ~iu~iua56~~va"md~-41~ ~w%x.fntuni56uwd n2;rnwumiuos. 1, I. anitnz"~~n=riu ui~~qiufiuui. 81od"nn9iu~am"5ni~wni ~ni%n33u n~::nm4 aisismqa n=y~nwuviun'. 12. am Lnih53u hs4ms~~uiua-iu30~~mniwiiuui. lu Pharmacy Accreditation. diuyncnu~aai"5m~ani~nfians~u nst.n=i3.raisismqu ny.nwuviuns MGI aumu qu85~r5qa ni~d~~iiuni~~~5~~~~~~uu~u~u-a~50d~: (cost- Utility Analysis) ~ ~ 4 ~ B 3 ~ 1 5 ~ 1 ~ ~ ~ ~ 313~n~Lfl3~~flll~ll< 1 ~ 0 ~ 7 ~ ~ ~ ~ d 5 ~ (1): rni~ngan53u dmi~~n~a2 L~BIJW~~M. ~mvuiu?ji~~ni~n~i"11n~5u 6 (2): 1-2. di~uii duuhui huuiaaq~n%n~...~b~~bj~u~ip~~i~~~iw. 2 (21): Parasuraman A., Zeithaml VA. and Berry LL A conceptual Model of service quality and its Implications for future research. Journal of Marketing 46 (6): Original Article