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Pharmacy is an extensively used therapeutic division and many patients attend for their prescriptions. Patients arrive at thepharmacy randomly after visiting different hospital departments (Kumari et al., 2012; Bahadori et al., 2014). Patient satisfaction depends upon service quality (Prakash, 2010). To increase the likelihood that patients return to the same organization, it is important that they should be satisfied with the facilities, which decreases the possibility that they will seek similar services elsewhere. Holding on to the same customer can save time and money owing to less adverti...
Pharmacy is an extensively used therapeutic division and many patients attend for their prescriptions. Patients arrive at thepharmacy randomly after visiting different hospital departments (Kumari et al., 2012; Bahadori et al., 2014). Patient satisfaction depends upon service quality (Prakash, 2010). To increase the likelihood that patients return to the same organization, it is important that they should be satisfied with the facilities, which decreases the possibility that they will seek similar services elsewhere. Holding on to the same customer can save time and money owing to less advertisement and promotion, creating accounts for fresh patients and explaining hospital procedures and treatment guidelines. Moreover, the cost required to attract new customer is five times more than retaining current patients. Therefore, customer services influence the organization's bottom line (Slowiak et al., 2008).
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