Effect Of Pharmaceuticals Supply Chain Management And Patient/Client Satisfaction On Community Pharmacies: The Case Of Addis Ababa, Ethiopia
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Date
2018-06-02
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Addis Ababa University
Abstract
Effective supply chain management practices has become a valuable way of securing competitive advantage through customer satisfaction since competition is no longer between organizations, but among members of supply chains. The demand for medicine supply in Ethiopia has increased dramatically as the number of health facilities, including pharmacies, establishments has grown over the last two decades (WHO, 2016). Therefore, this study aims to outline factors associated with drug supply chain and their effect on the level of patient/client satisfaction in community pharmacies of Addis Ababa, Ethiopia. The study adopted a case study descriptive design. The targeted population comprises adults as well as Ethiopian of all gender, educational status, socio-economic status and residential areas, who requested pharmacy service in community pharmacies. This research used three dimensions of SCM practice (collaboration, information sharing and logistics design) and tested the effect of SCM practices on customer satisfaction. Representative samples are selected using a formula (Cocharan formula).The data for the study was collected from 385 customers of different community Pharmacies. In addition, a questionnaire also distributed for both Head pharmacists and Dispensers as a supporting data .The relationships proposed in the framework were tested using Pearson correlation, and the causal relations were analyzed using regression analysis. From the result of the analysis it is concluded that there is strong relationship between each SCM practices (Collaboration, Information sharing and Logistics design) and customer satisfaction. Therefore, in order to achieve advancement of pharmaceuticals service in the long-run through enhancing customer satisfaction, it is better for the community pharmacies to give due emphasis to the improvement of those SCM practices
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Pharmaceuticals, supply chain management, customer