中国药房2015，Vol.26Issue(36)：5058-5061,4.DOI:10.6039/j.issn.1001-0408.2015.36.06
药店营业员因素对北京居民购药行为的影响调查
Investigation on the Effect of Drugstore Salesclerk Factors on the Consumers'Drug Purchasing Behavior in Beijing Citizens
张春玲 1陈玉文 2施勇1
作者信息
- 1. 沈阳药科大学工商管理学院,沈阳 110016
- 2. 北京卫生职业学院,北京100053
- 折叠
摘要
Abstract
OBJECTIVE:To investigate the effect of salesclerk factors on the consumers'purchasing behavior in drugstores in Beijing citizens,and provide reference for better satisfaction of consumers'requirements. METHODS:Clustering random sampling method was launched among the drugstore consumers in 16 districts of Beijing,the results were statistically analyzed,and then the suggestions were provided. RESULTS:Totally 180 valid questionnaires were collected from the 208 questionnaires with effective re-covery rate of 86.5%. 70.6% consumers preferred the salesclerk to ask actively when they entered a drugstore;moderate depen-dence on the salesclerk was found mainly in the aspect of"medicine selection","medication methods guiding"and"helping disease judgment";moderate trust to the salesclerk was found,and"the poor professional knowledge","poor service attitude"and"poor professional ethics"were the main reasons for the distrust;"the professional moral"and"knowledge"of salesclerks were the most-ly expected qualities;the licensed pharmacist in the drugstore was not recognized by 66.1% consumers. CONCLUSIONS:Drug-store should understand the consumer's expectations and requirements to its salesclerk and improve accordingly in the respect of strengthening the train of professional quality,enhancing the ability of pharmaceutical care,increasing the propaganda of licensed pharmacist,conducting medication consultation actively,exploring the diversity of consumer's requirements,and meeting the con-sumer's requirements more extensively.关键词
北京居民/消费者/购药行为/药店营业员/因素/调查Key words
Beijing citizen/Consumer/Drug purchasing behavior/Drugstore salesclerk/Factor/Investigation分类
预防医学引用本文复制引用
张春玲,陈玉文,施勇..药店营业员因素对北京居民购药行为的影响调查[J].中国药房,2015,26(36):5058-5061,4.
