Customer Perceptions and Satisfaction with Community Pharmacy Services in Sulaimani City, Iraq
Keywords:
Community pharmacy, Customer perception, Patient satisfaction, Pharmaceutical careAbstract
Background: Community pharmacies are essential primary healthcare access points, yet evaluating customer perception and satisfaction with pharmacy staff and services is crucial for enhancing the quality of pharmaceutical care. Objective: To evaluate customer perceptions, satisfaction with services and staff, and structural challenges in community pharmacies in Sulaimani City, Iraq. Methods: A cross-sectional study was conducted across 20 randomly selected community pharmacies in Sulaimani City from August 2025 to January 2026. Data were gathered using a validated, self-administered questionnaire. Associations between demographic variables and satisfaction levels were analyzed using chi-square and Fisher's exact tests, with statistical significance set at a p-value < 0.05. Results: A total of 390 responses were retrieved. The majority of participants were female (60.5%) and aged 19–39 years (68.0%). Overall satisfaction was high, with 86.4% of respondents satisfied with pharmacy services and 91.0% satisfied with pharmacy staff. However, a critical structural limitation was identified: 70.0% of participants noted a complete lack of private counseling area. In addition, a cultural preference for doctors was noted: 76.2% agreed that society respects physicians more than pharmacists, and 68.7% preferred doctors for drug therapy consultation. Conclusions: Although public satisfaction with pharmacy services and staff in Sulaimani City is high, professional and structural challenges persist. Addressing these requires regulatory mandates for private consultation spaces, public awareness campaigns, and continuing education to enhance the quality of pharmaceutical care.
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