title: Exploring relationships among pharmacy service use, patronage motives, and patient satisfaction.
abstract: OBJECTIVE
  To describe and identify significant relationships among pharmacy service use, general and service-specific patient satisfaction, pharmacy patronage motives, and marketing awareness in a service-oriented, independent community pharmacy.
  
  
  METHODS
  Cross-sectional study.
  
  
  METHODS
  Midwest United States during May through July 2011.
  
  
  METHODS
  Stratified random sample of 500 participants.
  
  
  METHODS
  Self-reported questionnaire mailed to participants.
  
  
  METHODS
  Patient satisfaction, pharmacy service use, patronage motives, marketing awareness, and demographics.
  
  
  RESULTS
  Study participants were mostly satisfied with the pharmacy services on global and service-specific measures. Patronage motives of relationships, pharmacy atmosphere, and quality previous experience were associated with increased pharmacy service use at the study pharmacy, while a unique service patronage motivation was associated with decreased pharmacy service use at the study pharmacy. Participants citing pharmacy atmosphere and personnel competency as patronage motives did not use pharmacies other than the study pharmacy more often, whereas participants citing unique services as a patronage motive used pharmacies other than the study pharmacy more often. Direct marketing awareness increased pharmacy service awareness but not use.
  
  
  CONCLUSIONS
  Offering unique services may not be enough to bring in patients loyal to all services provided in a pharmacy. Pharmacists should focus on developing strong relationships with patients and conveying competence when delivering appropriate, quality pharmacy services in a professional pharmacy atmosphere.
authors.affiliation: College of Pharmacy, University of Iowa, Iowa City, IA 52242, USA. brandonjpatterson@gmail.com
authors.forename: Brandon J
authors.initials: BJ
authors.lastname: Patterson
authors.forename: William R
authors.initials: WR
authors.lastname: Doucette
authors.forename: Julie M
authors.initials: JM
authors.lastname: Urmie
authors.forename: Randal P
authors.initials: RP
authors.lastname: McDonough
mesh_terms: D001291:Attitude of Health Personnel; D001364:Awareness; D016009:Chi-Square Distribution; D002983:Clinical Competence; D003157:Community Pharmacy Services / Q000706:statistics & numerical data*; D003430:Cross-Sectional Studies; D003695:Delivery of Health Care; D015438:Health Behavior; D007722:Health Knowledge, Attitudes, Practice; D006801:Humans; D008389:Marketing of Health Services; D015146:Midwestern United States; D009042:Motivation; D017060:Patient Satisfaction; D010361:Patients / Q000523:psychology*; D010594:Pharmacies / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011787:Quality of Health Care; D011795:Surveys and Questionnaires