IMPACT OF PHARMACIST COUNSELING ON PEPTIC ULCER DISEASE PATIENTS BASED ON EVIDENCE FROM SERVQUAL EVALUATION
DOI:
https://doi.org/10.22159/ajpcr.2026v19i3.58040Keywords:
pharmacist counseling, patient satisfaction, peptic ulcer disease, service qualityAbstract
Objective: Pharmacist counseling is a crucial component of pharmaceutical care, contributing to improved patient understanding and satisfaction with care. However, comprehensive evaluation of the impact of pharmacist counseling on patient satisfaction across service-quality dimensions remains limited, particularly for common conditions such as peptic ulcer disease (PUD).
Objective: This study aimed to analyze the influence of pharmacist counseling on patient satisfaction levels based on the five ServQual dimensions: Tangibles, reliability, responsiveness, assurance, and empathy, in patients with PUD.
Methods: This study used a pre–post study design with adult patients with a diagnosis of PUD who filled prescriptions at the study pharmacy. The research instrument was a 21-item ServQual questionnaire covering sociodemographic characteristics and patient satisfaction statements. Data were analyzed descriptively and inferentially to compare patient expectations and perceptions before and after counseling.
Results: All service quality (ServQual) dimensions showed significant improvements in patient expectations and perceptions after pharmacist counseling, with post-counseling perception scores ranging from 95% to 99%, and all differences were statistically significant (p<0.05). The greatest improvement was observed in the empathy and assurance dimensions, reflecting improvements in interaction quality and patient trust in pharmacists’ care.
Conclusion: Pharmacist counseling significantly improved patient satisfaction with pharmacy services across all dimensions of ServQual. These findings underscore the importance of integrating structured pharmacist counseling into pharmacy practice to enhance ServQual and the patient experience.
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