The Effect of Integrated Pharmaceutical Logistic System (IPLS) on User Satisfaction and Logistics Performance of HIV/AIDS Commodities: The Case of Selected Public Hospitals in Addis Ababa.

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Addis Ababa University


This study was conducted to assess the effect of IPLS on user satisfaction and logistics performance of HIV/AIDS commodities. Data were collected from 127 respondents from six public Hospitals using questionnaire and interview with six participants (pharmacy head of each hospital visited). The study employed explanatory design with mixed method of research. The data collected and analyzed indicated that the performance of IPLS indicated that there are strengths and weaknesses. For instance in terms of system quality, the system was not found to be error free and secured. But respondents stated that it was friendly to handle. The system quality was also compromised due to high turnover of trained staff and lack of skill upgrading training. Information accuracy of the system was questioned by the respondents. The report formats are not also frequently updated and the employees complete the forms carelessly. But information is easy to find from the system which is again in line with the above conclusion that the system is user friendly. In terms of service quality, the system lacks added supplementary services, it avails only basic services. In relation to cultural factors, power distance among team members within the organization doesn’t affect system performance very much. However, individualism has more effect in the IPLS environment. IPLS enhances job performance of users and increased their productivity which increases their satisfaction. Over all, the system was good in terms of enhancing user satisfaction which is the base for organization. IPLS resulted in big improvement in the accuracy of logistics by improving planning, decision making, productivity and overall logistics objectives. Improving IPLS performance will further improve Logistics performance of HIV/AIDS commodities. The regression analysis indicated that all the independent variables (information quality, service quality, and cultural factors) have strong and positive effect on user satisfaction and thereby on Logistics performance of HIV/AIDS commodities except system quality. System quality did not have strong and positive effect on user satisfaction due to factors specific to the Ethiopian environment which were indicted in the interview such as turnover of trained staff, lack of skill upgrading trainings and other motivational factors such as compensation. Future research may be conducted by incorporating other variables that affect IPLS, covering wider geographic area, and also incorporating private hospitals. Replicating the same study to observe the reliability of the outcomes of this study is another area of research for the future.



System Quality, Information Quality, Service Quality,, cultural factors, user satisfaction,, Logistics of HIV/AIDS commodities