Patient Satisfaction with Community Pharmacy Services in Sidama, Ethiopia
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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.
