www.tjprc.org editor@tjprc.org MEASURING PATIENT SATISFACTION REGARDING THE QUALITY OF HEALTHCARE SERVICE PROVIDED BY PHARMACISTS ALI MAHMOUD JASIM ALSAMYDAI & AHMED BASIM MOHAMMED BAQER Alzaytoonah University of Jordan, College of Pharmacy, Amman, Jordan ABSTRACT The purpose of this paper is to contribute to growing body of research on health care service, while concentrating on quality of health care services the research concentrate on the service quality factors approved by most of the researchers going throughout patients satisfaction which are: (Tangible, Reliability, Responsiveness, Assurance and Empathy) in addition to other two factors which have been added in the study design, those factors are: (Patient perception and Patient satisfaction). Therefore the study included seven factors to measure patients satisfaction from the health care services provided to ensure this research accuracy a survey form was designed composed of 20 questionnaire covered the previously mentioned study factors, 242 forms have been analyzed according to patient's answers. different statistical methods have been used such as (one sample t-test, Cronboach’s al pha, Deseviptive Analgsis) to obtain results and select the suitable hypotheses all the hypotheses except hypotheses no. three “which is related to patient’s responsiveness” was rejected due to its mean value was 2.88 which is less than midpoint =3, hence T value is -1.35 which is less than the reference T1.96 at the same time the effect of quality factor on patient’s perception is more than its effect on satisfaction by a median value (4.27) and T value (32.3) which is slightly higher than the effect of quality factor on patient’s satisfaction where the median value was (4.11) and T value (23.17) i.e. there is more patients satisfaction towards the quality of the health services in addition to what have been mentioned above the study proves that patient’s perception has an effect on their satisfaction level from the health services quality provided. KEYWORDS: Patient Satisfaction, Perception, Quality Service, Health Care, Pharmacist Received: Nov 07, 2015; Accepted: Dec 08, 2015; Published: Dec 12, 2015; Paper Id.: IJMPSDEC201510 INTRODUCTION The health care provided by the pharmacists “inside or outside” the health care institute through pharmacies is one of the main health system principles for any country due to its direct effect on individuals life and its well being, so the health service represents crucial pillar of the health system success for any country. The intensive care of the health service quality and developing the personnel performance leads to better patient's satisfaction. The health services is the most important service out of other services such as economical, social and entertainment services, thus taking into consideration the health service specialty most of researchers studied different aspects of health quality services other than patients satisfaction from pharmacist. Ignoring health care services provided by the pharmacist has a negative effect on patients lives and their curing speed. Thus improving the health service quality level provided by the pharmacist should be done through enhancing health service quality factors and pharmacist commitment to these factors according to the cases available “inside or outside” the health institutes. This study tries to measure patients satisfaction on the health services provided by the pharmacists Original Article International Journal of Medicine and Pharmaceutical Science (IJMPS) ISSN(P): 2250-0049; ISSN(E): 2321-0095 Vol. 5, Issue 6, Dec 2015, 71-84 © TJPRC Pvt. Ltd.