Abstract:
KHIN SANDI THAW
Community pharmacies are essential healthcare access points, particularly in urban areas like Yangon where public healthcare systems face overcrowding and infrastructure limitations. This study investigated customer satisfaction with community pharmacies in Yangon, Myanmar, and analysed key service factors, demographic influences, and areas for service enhancement. A structured questionnaire was administered to a sample of pharmacy users, revealing that most respondents were female (65%), of working age (20 to 40 years of age), and primarily middle-income earners. The majority visited pharmacies for general medicine purchases rather than consultations or chronic disease management. The study found that overall customer satisfaction was moderate, with a high likelihood of future use (mean = 3.67), indicating strong customer loyalty despite service gaps. Key drivers of satisfaction included staff attitude, communication, and service quality, while product availability and pricing transparency were not significant predictors. Cleanliness and a welcoming environment positively contributed to satisfaction, whereas delays in service and lack of loyalty programs were noted as major drawbacks. Cronbach’s Alpha values ranging from 0.784 to 0.922 confirmed strong internal consistency of the survey instrument. Statistical analysis showed no significant differences in satisfaction based on gender, age, education, or income; however, occupation did influence outcomes, with retired individuals reporting higher satisfaction. These findings suggest that pharmacies can improve customer experience by enhancing pharmacist-patient interaction, promoting consultation services, expanding chronic care offerings, and introducing loyalty and promotional programs. These improvements have the potential to increase trust, medication adherence, and the overall effectiveness of pharmacy services in Myanmar’s evolving healthcare landscape.
Author: KHIN SANDI THAW
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