Patient Experience in Community Pharmacies from an Experiential Marketing Perspective: Structural Equation Model

Basit Öğe Kaydı
dc.contributor.authorAklar, Demet Akalgan
dc.contributor.authorOzcelikay, Gulbin
dc.date.accessioned2024-05-19T14:46:10Z
dc.date.available2024-05-19T14:46:10Z
dc.date.issued2023
dc.departmentİstinye Üniversitesien_US
dc.description.abstractThe main objective of this study was to model patient experience (PX) in community pharmacies as experimental marketing parameters via structural equation modeling (SEM). Our findings show that peace of mind, trust, pharmacy, customer engagement, interaction quality with the pharmacist and personnel, and atmosphere or periphery experience quality is the important component for a patient to re-visit the same pharmacy. The patient's journey to the pharmacy starts before entering the pharmacy, continues at the pharmacy, and then leaves the pharmacy. It is important to understand the touchpoint of the patient journey at a community pharmacy and the needs of the patients as well as other health services. Overall, whether it is patient experience or customer experience, both focus on people and understanding their needs as a service sector will add value to service quality. The research was conducted on 414 volunteer patients given informed consent and answered 73 items in Istanbul province. The data obtained from the questionnaire forms were analyzed using the IBM SPSS Statistics 23 package program. Confirmatory factor analysis (CFA) was applied using IBM SPSS AMOS 23 package program in the analysis of trust, pharmacy customer engagement (PCE), word of mouth (WoM), pharmacist interaction quality, personnel interaction quality, periphery experience quality, peace-of-mind (POM), and autobiographical memory parameters. Since the assumption of normality was not provided, the relationships among these items were calculated using Spearman's correlation coefficient. The results were evaluated at the significance level of p <0.05. Finally, a structural equation model was conducted to specify PX items.en_US
dc.identifier.doi10.29228/jrp.391
dc.identifier.endpage994en_US
dc.identifier.issn2630-6344
dc.identifier.issue3en_US
dc.identifier.scopus2-s2.0-85161451664en_US
dc.identifier.scopusqualityQ3en_US
dc.identifier.startpage980en_US
dc.identifier.trdizinid1179347en_US
dc.identifier.urihttps://doi.org10.29228/jrp.391
dc.identifier.urihttps://search.trdizin.gov.tr/yayin/detay/1179347
dc.identifier.urihttps://hdl.handle.net/20.500.12713/5461
dc.identifier.volume27en_US
dc.identifier.wosWOS:001011434600002en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.publisherMarmara Univen_US
dc.relation.ispartofJournal of Research In Pharmacyen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.snmz20240519_kaen_US
dc.subjectPatient Experienceen_US
dc.subjectCommunity Pharmacyen_US
dc.subjectWord-Of-Mouthen_US
dc.subjectPeace-Of-Minden_US
dc.subjectPharmacy Customer Engagementen_US
dc.subjectAutobiographic Memoryen_US
dc.titlePatient Experience in Community Pharmacies from an Experiential Marketing Perspective: Structural Equation Modelen_US
dc.typeArticleen_US

Dosyalar

Koleksiyon

WoS İndeksli Yayınlar Koleksiyonu
Scopus İndeksli Yayınlar Koleksiyonu
TR-Dizin İndeksli Yayınlar Koleksiyonu