Patient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia

Patient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia | Research Square window.SnipcartSettings = { analytics: { enabled: false } }; (function() { var accessVector = localStorage.getItem('access_vector') || ''; window.dataLayer = window.dataLayer || []; if (accessVector) { window.dataLayer.push({ user: { profile: { profileInfo: { snid: accessVector } } } }); } })(); (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start':new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0],j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src='https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f);})(window,document,'script','dataLayer','GTM-K279D39R'); Browse Preprints In Review Journals COVID-19 Preprints AJE Video Bytes Research Tools Research Promotion AJE Professional Editing AJE Rubriq About Preprint Platform In Review Editorial Policies Our Team Advisory Board Help Center Sign In Submit a Preprint Cite Share Download PDF Research Article Patient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia Daniel Mengistu Kejela¹ This is a preprint; it has not been peer reviewed by a journal. https://doi.org/ 10.21203/rs.3.rs-7244062/v1 This work is licensed under a CC BY 4.0 License Status: Posted Version 1 posted You are reading this latest preprint version Abstract Community pharma⁠cies play a critical role in healthcare access in Et⁠hiopia’s Sidama Region, yet pati⁠ent satisfaction and perceptions of these services remain und⁠erstudied. This study aimed to⁠ assess satisfaction with pharm⁠aceutical services across urban (Hawassa) a⁠nd rural (Bensa, Arore sa) setti⁠ngs using a mixed-me⁠th⁠o⁠ds appro⁠ach and an adapted SE⁠RVQUAL framewor⁠k, whi⁠ch⁠ ev aluated six dimensions: reliability, responsi⁠veness, assurance, empathy⁠, tangibles, and accessi⁠bility. A cross-sectional survey o⁠f 400patients and in-depth interview⁠s with 20 participants were Co nducted. Results indicate⁠d higher mean satisfaction scores in urban areas (M = 4.31, SD = 0.74) compared to rural areas (M = 3.12, SD = 0.8⁠8). Regression analysis⁠ identified reliability (β = 0.326, *p* < 0.001) and accessibility (⁠β = 0.244, *p* < 0.00⁠1) as significant predictors of satisfaction. Qualitative findings highlighted challenges such a⁠s language barriers, frequent medicine stockouts, and gender-based discomfort, particularly in rural pharmacies Based on these insights, the study developed a Sidama-specif⁠ic SERVQUAL model, emphasiz ing the need for⁠ cultur⁠ally and⁠ linguistically sensitive pharmaceutical⁠ services. The findings provide actionable evidence to inform policies aimed at enhancing equitable access to quality pharma⁠ceutica⁠l care in Ethi⁠o⁠pia. Scientific Communication patient satisfaction pharmaceutical services SERVQUAL Sidama Region Ethiopia healthcare access Full Text Additional Declarations The authors declare potential competing interests as follows: Daniel mengistu (PhD candidate)Dr. Zerai Hagos Supplementary Files DeidentifiedPatientSatisfactionDataset.xlsx Cite Share Download PDF Status: Posted Version 1 posted You are reading this latest preprint version Research Square lets you share your work early, gain feedback from the community, and start making changes to your manuscript prior to peer review in a journal. As a division of Research Square Company, we’re committed to making research communication faster, fairer, and more useful. We do this by developing innovative software and high quality services for the global research community. Our growing team is made up of researchers and industry professionals working together to solve the most critical problems facing scientific publishing. Also discoverable on Platform About Our Team In Review Editorial Policies Advisory Board Help Center Resources Author Services Accessibility API Access RSS feed Manage Cookie Preferences © Research Square 2026 | ISSN 2693-5015 (online) Privacy Policy Terms of Service Do Not Sell My Personal Information {"props":{"pageProps":{"initialData":{"identity":"rs-7244062","acceptedTermsAndConditions":true,"allowDirectSubmit":true,"archivedVersions":[],"articleType":"Research Article","associatedPublications":[],"authors":[{"id":497025255,"identity":"d2761a7f-898f-4b4e-ba7e-b52a403c596e","order_by":0,"name":"Daniel Mengistu Kejela¹","email":"data:image/png;base64,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","orcid":"https://orcid.org/0009-0008-9411-3765","institution":"Leadstar Christian University College, Addis Ababa, Ethiopia","correspondingAuthor":true,"prefix":"","firstName":"Daniel","middleName":"Mengistu","lastName":"Kejela¹","suffix":""}],"badges":[],"createdAt":"2025-07-29 13:57:23","currentVersionCode":1,"declarations":{"humanSubjects":true,"vertebrateSubjects":true,"conflictsOfInterestStatement":true,"humanSubjectEthicalGuidelines":true,"humanSubjectConsent":true,"humanSubjectClinicalTrial":false,"humanSubjectCaseReport":false,"vertebrateSubjectEthicalGuidelines":true},"doi":"10.21203/rs.3.rs-7244062/v1","doiUrl":"https://doi.org/10.21203/rs.3.rs-7244062/v1","draftVersion":[],"editorialEvents":[],"editorialNote":"","failedWorkflow":false,"files":[{"id":88583525,"identity":"69939ed4-0258-48df-b690-ab36e3bddcaf","added_by":"auto","created_at":"2025-08-08 03:31:49","extension":"pdf","order_by":1,"title":"","display":"","copyAsset":false,"role":"manuscript-pdf","size":3552442,"visible":true,"origin":"","legend":"","description":"","filename":"PatientSatisfactionandPerceptionofServicesProvidedbyCommunity5formerge.pdf","url":"https://assets-eu.researchsquare.com/files/rs-7244062/v1_covered_53ca3c66-c1b4-481d-ab7f-576364e6b4c9.pdf"},{"id":88583096,"identity":"f34678a1-b0ac-4bf8-b804-72bc3cde6409","added_by":"auto","created_at":"2025-08-08 03:23:40","extension":"xlsx","order_by":1,"title":"","display":"","copyAsset":false,"role":"supplement","size":55260,"visible":true,"origin":"","legend":"","description":"","filename":"DeidentifiedPatientSatisfactionDataset.xlsx","url":"https://assets-eu.researchsquare.com/files/rs-7244062/v1/b01f82ff340597c2440937b6.xlsx"}],"financialInterests":"The authors declare potential competing interests as follows: Daniel mengistu (PhD candidate)Dr. Zerai Hagos","formattedTitle":"\u003cp\u003e\u003cem\u003ePatient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia\u003c/em\u003e\u003c/p\u003e","fulltext":[],"fulltextSource":"","fullText":"","funders":[],"hasAdminPriorityOnWorkflow":false,"hasManuscriptDocX":false,"hasOptedInToPreprint":true,"hasPassedJournalQc":"","hasAnyPriority":true,"hideJournal":true,"highlight":"","institution":"leadstar christian university","isAcceptedByJournal":false,"isAuthorSuppliedPdf":true,"isDeskRejected":"","isHiddenFromSearch":false,"isInQc":false,"isInWorkflow":true,"isPdf":true,"isPdfUpToDate":true,"isWithdrawnOrRetracted":false,"journal":{"display":true,"email":"[email protected]","identity":"researchsquare","isNatureJournal":false,"hasQc":true,"allowDirectSubmit":true,"externalIdentity":"","sideBox":"","snPcode":"","submissionUrl":"/submission","title":"Research Square","twitterHandle":"researchsquare","acdcEnabled":true,"dfaEnabled":false,"editorialSystem":"","reportingPortfolio":"","inReviewEnabled":false,"inReviewRevisionsEnabled":true},"keywords":"patient satisfaction, pharmaceutical services, SERVQUAL, Sidama Region, Ethiopia, healthcare access","lastPublishedDoi":"10.21203/rs.3.rs-7244062/v1","lastPublishedDoiUrl":"https://doi.org/10.21203/rs.3.rs-7244062/v1","license":{"name":"CC BY 4.0","url":"https://creativecommons.org/licenses/by/4.0/"},"manuscriptAbstract":"\u003cp\u003eCommunity pharma⁠cies play a critical role in healthcare access in Et⁠hiopia’s Sidama Region, yet pati⁠ent satisfaction and perceptions of these services remain und⁠erstudied. This study aimed to⁠ assess satisfaction with pharm⁠aceutical services across urban (Hawassa) a⁠nd rural (Bensa, Arore sa) setti⁠ngs using a mixed-me⁠th⁠o⁠ds appro⁠ach and an adapted SE⁠RVQUAL framewor⁠k, whi⁠ch⁠ ev aluated six dimensions: reliability, responsi⁠veness, assurance, empathy⁠, tangibles, and accessi⁠bility.\u003c/p\u003e\n\u003cp\u003eA cross-sectional survey o⁠f 400patients and in-depth interview⁠s with 20 participants were Co nducted. Results indicate⁠d higher mean satisfaction scores in urban areas (M = 4.31, SD = 0.74) compared to rural areas (M = 3.12, SD = 0.8⁠8). Regression analysis⁠ identified reliability (β = 0.326, *p* \u0026lt; 0.001) and accessibility (⁠β = 0.244, *p* \u0026lt; 0.00⁠1) as significant predictors of satisfaction. Qualitative findings highlighted challenges such a⁠s language barriers, frequent medicine stockouts, and gender-based discomfort, particularly in rural pharmacies\u003c/p\u003e\n\u003cp\u003eBased on these insights, the study developed a Sidama-specif⁠ic SERVQUAL model, emphasiz ing the need for⁠ cultur⁠ally and⁠ linguistically sensitive pharmaceutical⁠ services. The findings provide actionable evidence to inform policies aimed at enhancing equitable access to quality pharma⁠ceutica⁠l care in Ethi⁠o⁠pia.\u003c/p\u003e","manuscriptTitle":"Patient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia","msid":"","msnumber":"","nonDraftVersions":[{"code":1,"date":"2025-08-08 03:23:35","doi":"10.21203/rs.3.rs-7244062/v1","editorialEvents":[{"type":"communityComments","content":0}],"status":"published","journal":{"display":true,"email":"[email protected]","identity":"researchsquare","isNatureJournal":false,"hasQc":true,"allowDirectSubmit":true,"externalIdentity":"","sideBox":"","snPcode":"","submissionUrl":"/submission","title":"Research Square","twitterHandle":"researchsquare","acdcEnabled":true,"dfaEnabled":false,"editorialSystem":"","reportingPortfolio":"","inReviewEnabled":false,"inReviewRevisionsEnabled":true}}],"origin":"","ownerIdentity":"111e5b2b-4b95-425b-9ed0-304acc2183bb","owner":[],"postedDate":"August 8th, 2025","published":true,"recentEditorialEvents":[],"rejectedJournal":[],"revision":"","amendment":"","status":"posted","subjectAreas":[{"id":52797083,"name":"Scientific Communication"}],"tags":[],"updatedAt":"2025-08-08T03:23:35+00:00","versionOfRecord":[],"versionCreatedAt":"2025-08-08 03:23:35","video":"","vorDoi":"","vorDoiUrl":"","workflowStages":[]},"version":"v1","identity":"rs-7244062","journalConfig":"researchsquare"},"__N_SSP":true},"page":"/article/[identity]/[[...version]]","query":{"redirect":"/article/rs-7244062","identity":"rs-7244062","version":["v1"]},"buildId":"8U1c8b4HqxoKbykW_rLl7","isFallback":false,"isExperimentalCompile":false,"dynamicIds":[84888],"gssp":true,"scriptLoader":[]}