Abstract:
Patients have explicit desires or requests for services when they visit health
facility. However, inadequate discovery of their needs may result in client
dissatisfaction. This study aimed to determine the levels and determinants of
client satisfaction with public health facility pharmacies in Bahir Dar, Ethiopia.
The general objective of this study is to analyze the determinant factors affecting
client satisfaction in public health facilities in Bahir Dar.Quantitative method
study was conducted to determine factors affecting client satisfaction in public
health pharmacies from May 20 to 30, 2021 at public health facility pharmacy in
Bahir Dar. Clients fulfilling the inclusion criteria by using a five scale Likert
scale questionnaire. Then data was entered and analyzed using SPSS version 23.
The results of the study were presented using table, frequency, and percentage.
Linear regression was also employed. In this study 389 study participants were
included. Majority of the participants were females (57.1%, n = 222) with the
mean age of 37. The adjusted R
2
value of the study model was 98.6, all of in
dependent variables are moderately correlated, the normality test was normally
distributed ,the coefficient value health facility appearance β(0.16,p=0.066),client
waiting time β(-0.035 p=0.001),essential medicine
availability β(0.368,p=0.000),client expectation β(0.653,p=0.000). 74.4% of
clients get the prescribed essential medicines. 70.3% of clients are served with
short waiting time, 72.9% clients get the expected service, and 72.8% clients are
agreed on health facility appearance. And health facility appearance was
statistically negatively significant effect on client satisfaction. In this study, study
participants have an overall satisfaction 71.86% respondent satisfaction for
essential medicine availability, client expectation is higher mean value than other
determinants.