Unlocking Customer Insights: A Cross-Sectional Study on the Future of Community Pharmacies Services in Saudi Arabia
Main Article Content
Keywords
pharmacy, services, Saudi Arabia, Community pharmacist, Patient Satisfaction
Abstract
Patient satisfaction is crucial for evaluating healthcare quality and guiding policy decisions to improve services. Globally, community pharmacies are shifting towards patient’s care but faces the diverse perceptions. This study aims to explore the community pharmacy services in Saudi Arabia by conducting a of nationwide patient satisfaction survey. A multicentred online study was conducted across the Kingdom of Saudi Arabia. Through extensive literature review, a questionnaire was developed that was assessed for validity, and reliability. A sample size of 565 customers was calculated. The data was analysed by using SPSS for descriptive analysis and the Chi-square test. About 68.4% of participants were under the age of 35. Over half of the study's participants (60.3%) were female. Around half (51.9%) possessed a bachelor's degree. Over 70% expressed satisfaction with the education, training, age, and behaviour of the pharmacist. Additionally, more than 57.2% reported satisfaction with the presence of a noise-free separate counselling area within the pharmacy. The majority of participants (68.2%) expressed satisfaction or high satisfaction with the involvement of a prescriber in medicine dispensing. Over 66% reported satisfaction or high satisfaction with the readability of instructions on labels. Additionally, more than 55% expressed satisfaction or high satisfaction with the counselling and re-counselling process. These findings reveal the positive perception of community pharmacy services among participants. Further trainings of pharmacist and staff may strengthen the counselling services from the pharmacies
References
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2. Martinussen PE, Rydland HT. (I can’t get no) satisfaction: A comparative study of healthcare recommodification in Europe,
2010-18. Soc Sci Med. 2022;305:1-11
3. Al-Refaie A. A structural model to investigate factors affect patient satisfaction and revisit intention in Jordanian hospitals. Int
J Artif Life Res. 2011;2(4):43–5
4. Bleich SN, Özaltin E, Murray CJL. How does satisfaction with the health-care system relate to patient experience? Bull World
Health Organ. 2009;87(4):271–8
5. Patwardhan A, Spencer CH. Are patient surveys valuable as a service-improvement tool in health services? An overview. J
Healthc Leadersh. 2012;4:33–46
6. Mummalaneni V, Gopalakrishna P. Mediators vs. Moderators of patient satisfaction. J Health Care Mark. 1995;15(4):16–22
7. Hasan S., Sulieman H., Stewart K., Chapman C.B., Hasan M.Y., Kong D.C. Assessing patient satisfaction with community
pharmacy in the UAE using a newly-validated tool. Res. Soc. Adm. Pharm. 2013;9:841–850
8. Al-Arifi M.N. Patients’ perception, views and satisfaction with pharmacists’ role as health care provider in community pharmacy
setting at Riyadh, Saudi Arabia. Saudi Pharm. J. 2012;20:323–330.
9. Al-Arifi M.N. Patients’ perception, views and satisfaction with pharmacists’ role as health care provider in community pharmacy
setting at Riyadh, Saudi Arabia. Saudi Pharm J. 2012;20:323–330.
10. Andaleeb SS. Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science
& Medicine 2001; 52: 1359–70. 11. Aharony L, Strasser S. Patient satisfaction: What we know about and what we still need to explore. Med Care Rev. 1993; 50:
49–79
12. Newell S, Jordan Z. The patient experience of patient-centered communication with nurses in the hospital setting: a qualitative
systematic review protocol. JBI Database System Rev Implement Rep. 2015;13(1):76-87.
13. Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J. 2014; 29: 3–7.
14. Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of patient satisfaction: a systematic review.
Perspect Public Health. 2017;137(2):89-101.
15. Nkansah N, Mostovetsky O, Yu C, et al. Effect of outpatient pharmacists’ nondispensing roles on patient outcomes and
prescribing patterns. Cochrane Database Syst Rev. 2010;2010.
16. Yuan C, Ding Y, Zhou K, Huang Y, Xi X. Clinical outcomes of community pharmacy services: a systematic review and metaanalysis.
Health Soc Care Community. 2019; 27:567–587.
17. Berenguer B, La Casa C, de la Matta MJ, Martín-Calero MJ. Pharmaceutical care: past, present and future. Curr Pharmaceut
Des. 2004;10:3931–3946.
18. Newman TV, San-Juan-Rodriguez A, Parekh N. Impact of community pharmacist-led interventions in chronic disease
management on clinical, utilization, and economic outcomes: an umbrella review. Res Soc Adm Pharm. 2020;16: 1155–1165.
19. Schommer JC. Effects of interrole congruence on pharmacist-patient communication. Health Commun. 1994;6:297–309.
20. Kucukarslan SN, Nadkarni A. Evaluating medication-related services in a hospital setting using the disconfirmation of
expectations model of satisfaction. Res Soc Adm Pharm. 2008;4:12–22.
21. Bishop AC, Boyle TA, Morrison B, et al. Public perceptions of pharmacist expanded scope of practice services in Nova Scotia.
Can Pharm J (Ott). 2015;148:274–283.
22. Chen H, Ung COL, Chi P, Wu J, Tang D, Hu H. Consumers’ perceptions about pharmaceutical care provided by community
pharmacists in China in relation to over-the-counter drugs: a qualitative study. Inquiry. 2018;55.
23. Hindi AMK, Schafheutle EI, Jacobs S. Patient and public perspectives of community pharmacies in the United Kingdom: a
systematic review. Health Expect. 2018;21: 409–428.
24. Wirth F, Tabone F, Azzopardi L, Gauci M, Zarb-Adami M, Serracino-Inglott A. Consumer perception of the community pharmacist
and community pharmacy services in Malta. Pharm Health Serv Res. 2010;1:189–194.
25. Al-Ghananeem AM, Malcom DR, Shammas S, Aburjai T. A call to action to transform pharmacy education and practice in the
Arab world. Am J Pharmaceut Educ. 2018; 82:7014.
26. Kheir N, Zaidan M, Younes H, El Hajj M, Wilbur K, Jewesson PJ. Pharmacy education and practice in 13 middle Eastern countries.
Am J Pharmaceut Educ. 2008; 72:133.
27. El Hajj MS, Al-Saeed HS, Khaja M. Qatar pharmacists’ understanding, attitudes, practice and perceived barriers related to
providing pharmaceutical care. Int J Clin Pharm. 2016;38:330–343.
28. Yousuf SA, Alshakka M, Badulla WFS, Ali HS, Shankar PR, Mohamed Ibrahim MI. Attitudes and practices of community
pharmacists and barriers to their participation in public health activities in Yemen: mind the gap. BMC Health Serv Res.
2019;19: 304.
29. Alzubaidi H, Saidawi W, Mc Namara K. Pharmacist views and pharmacy capacity to deliver professional services in the United
Arab Emirates. Int J Clin Pharm. 2018;40: 1106–1115.
30. Domiati S, Sacre H, Lahoud N, Sili G, Salameh P. Knowledge of and readiness for medication therapy management among
community pharmacists in Lebanon. Int J Clin Pharm. 2018;40:1165–1174.
31. Al Haqan AA, Al-Taweel DM, Awad A, Wake DJ. Pharmacists’ attitudes and role in diabetes management in Kuwait. Med Princ
Pract. 2017;26:273–279.
32. El Hajj MS, Mekkawi R, Elkaffash R, Saleh R, El Awaisi A, Wilbur K. Public attitudes towards community pharmacy in Arabic
speaking Middle Eastern countries: A systematic review. Res Social Adm Pharm. 2021;17(8):1373-1395.
33. Rasheed MK, Alqasoumi A, Hasan SS, Babar ZUD. The community pharmacy practice change towards patient-centered care in
Saudi Arabia: a qualitative perspective. J Pharm Policy Pract. (2020) 13:59
34. Almaghaslah D, Alsayari A, Almanasef M, Asiri A. Cross-sectional study on pharmacy students’ career choices in the light of
Saudi Vision 2030: will community pharmacy continue to be the most promising, but least preferred, sector? Int J Environ Res
Public Health. (2021) 18:4589.
35. Almanasef M, Almaghaslah D, Kandasamy G, Vasudevan R, Batool S. Involvement of community pharmacists in public health
services in Asir Region, Saudi Arabia: a cross-sectional study. Int J Clin Pract. (2021) 2021:e14940.
36. Almaghaslah D, Alsayari A, Almaghaslah S, Alsanna H. Patients’ satisfaction with E-Prescribing (Wasfaty) in Saudi Arabia: a
survey of country-level implementation. Healthcare. (2022)
37. Madkhali OA, Alzahrani F. Community pharmacists’ perceptions of their role in provision of Anemia management in Jazan
Region, Saudi Arabia, and the associated barriers. Healthcare. (2022) 10:1452
38. Al-Arifi MN. Patients’ perception, views and satisfaction with pharmacists’ role as health care provider in community pharmacy
setting at Riyadh, Saudi Arabia. Saudi Pharm J. 2012;20(4):323-30.
39. Saleh AB, Consumer attitudes towards community pharmacy services in Saudi Arabia. Int J Pharm Pract.2004, 12(2) : 83–89
40. Al-Tannir M, Alharbi AI, Alfawaz AS, Zahran RI, AlTannir M. Saudi adults satisfaction with community pharmacy services. Springerplus. 2016; 17;5(1):774.
41. El-Kholy AA, Abdelaal K, Alqhtani H, Abdel-Wahab BA, Abdel-Latif MMM. Publics’ Perceptions of Community Pharmacists
and Satisfaction with Pharmacy Services in Al-Madinah City, Saudi Arabia: A Cross Sectional Study. Medicina (Kaunas). 2022,
16;58(3):1-14
42. AlShayban DM, Naqvi AA, Islam MA, Almaskeen M, Almulla A, Alali M, AlQaroos A, Raafat M, Iqbal MS, Haseeb A. Patient
Satisfaction and Their Willingness to Pay for a Pharmacist Counseling Session in Hospital and Community Pharmacies in Saudi
Healthcare Settings. Front Pharmacol. 20202, 11:138.
43. Oparah AC, Arigbe-Osula EM. Evaluation of community pharmacists’ involvement in primary health care. Trop J Pharm Res.
2002;1:67–74.
44. Jones EJ, MacKinnon NJ, Tsuyuki RT. Pharmaceutical care in community pharmacies: Practice and research in Canada.
Pharmacol Pharm. 2005;39:1527–1533.
45. Zhang MY, Chong WK., Hu H, Wang Y. Pharmacy-perceived consumer preferences: A survey of community pharmacies in
Macau. J Med Mark. 2014;14:41–48.
46. Smith F. The quality of private pharmacy services in low and middle-income countries: A systematic review. Pharm World Sci.
2009;31:351–361.
47. Malewski DF., Ream A, Gaither CA. Patient satisfaction with community pharmacy: Comparing urban and suburban chainpharmacy
populations. Res Soc Adm Pharm. 2015;11:121–128.
48. Pinto AR, Machado A, Gonçalves E, Salsas L, Vicente T, Ribeiro MIB., Pinto ICJF. Users satisfaction regarding the service provided
in community pharmacies. Adv. Pharmacol Pharm. 2014;2:18–29.
49. Marquez-Peiro JF, Perez-Peiro C. Evaluation of patient satisfaction in out-patient pharmacy. Farm Hosp. 2008;32:71–76.
50. Oparah AC, Enato EFO, Akoria OA. Assessment of patient satisfaction with pharmaceutical services in a Nigerian teaching
hospital. Int J Pharm Pract. 2004;12:7–12.
51. Oparah AC, Kikanme LC. Consumer satisfaction with community pharmacies in Warri, Nigeria. Res Soc Adm Pharm. 2006;2:499–
511.
52. Traverso ML, Salamano M, Botta C, Colautti M, Palchik V, Pérez B. Questionnaire to assess patient satisfaction with
pharmaceutical care in Spanish language. Int J Qual Health Care. 2007;19:217–224. 27.
53. Yang S, Kim D, Choi HJ., Chang MJ. A comparison of patients’ and pharmacists’ satisfaction with medication counseling provided
by community pharmacies: A cross-sectional survey. BMC Health Serv Res. 2016;16:131.
54. Van Geffen EC, Philbert D, van Boheemen C, van Dijk L, Bos MB., Bouvy ML. Patients’ satisfaction with information and
experiences with counseling on cardiovascular medication received at the pharmacy. Patient Educ Couns. 2011;83:303–309
55. Volmer D, Bell JS., Janno R, Raal A, Hamilton DD, Airaksinen MS. Change in public satisfaction with community pharmacy
services in Tartu, Estonia, between 1993 and 2005. Res. Soc. Adm. Pharm. 2009;5:337–346.
56. Raosoft Sample Size Calculator. Available o: http://www.raosoft.com/samplesize.html (accessed on 13 Nov 2023).
57. Sousa VD, Zauszniewski JA, Musil CM. How to determine whether a convenience sample represents the population. Appl Nurs
Res. 2004;17(2):130-3.
58. Lee S, Godwin OP, Kim K, Lee E. Predictive factors of patient satisfaction with pharmacy services in South Korea: A crosssectional
study of national level data. PloS One. 2015; 10(11):1-12
59. Soeiro OM, Tavares NU, Nascimento Ju´nior JM, Guerra Junior AA, Costa EA, Acurcio FD. Patient satisfaction with pharmaceutical
services in Brazilian primary health care. Rev Saude Publica. 2017; 51 (suppl 2):1-18
60. Nasaruddin M, Aniza I, Nor Faridah AR, Sulha A. Assessing the service quality of physiotherapy services: across sectional study
at teaching hospitals in Klang Valley, Malaysia. Malaysian Journal of Public Health Medicine.2013; 13(2): 27–37.
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Published
Oct 8, 2025
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Unlocking Customer Insights: A Cross-Sectional Study on the Future of Community Pharmacies Services in Saudi Arabia. Pharm Pract (Granada) [Internet]. 2025 Oct. 8 [cited 2025 Oct. 22];23(3):1-9. Available from: https://pharmacypractice.org/index.php/pp/article/view/3164
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How to Cite
1.
Unlocking Customer Insights: A Cross-Sectional Study on the Future of Community Pharmacies Services in Saudi Arabia. Pharm Pract (Granada) [Internet]. 2025 Oct. 8 [cited 2025 Oct. 22];23(3):1-9. Available from: https://pharmacypractice.org/index.php/pp/article/view/3164