PERCEPTION OF CUSTOMERS ON THE ATTITUDE

OF THE PHARMACY ASSISTANTS

Research Presented
To the
Faculty of the College of Pharmacy
Medina College
Ozamiz City

In Partial Fulfilment
Of the Requirements for the Degree of
Bachelor of Science in Pharmacy

By

Basher, Sittie Ainah

Minga-as, Jehan
Olarte, Phoebe Cassandra

October 31, 2018

 APPROVAL SHEET

This thesis entitled “PERCEPTION OF CUSTOMERS ON THE ATTITUDE OF

THE PHARMACY ASSISTANTS”, prepared and submitted by SITTIE AINAH BASHER,
JEHAN MINGA-AS, PHOEBE CASSANDRA OLARTE and KISSES JOY REGUROSA in
partial fulfilment of the requirements for the degree of Bachelor of Science in Pharmacy, has
been examined and is recommended for oral defense.

MARIVIC M. OCAMPOS, MAN, DM

Adviser

Approved by the Thesis Committee on Oral Examination with a grade of

CAROLINA Y. BALBERAN, RPH, MBA

Chairman

MARIVIC M. OCAMPOS, RN, MAN,D,M JINKY EMYLOU A. CAGAS, RPH

Member Member

Member

Accepted and approved in partial fulfilment of the requirements for the degree
Bachelor of Science in Pharmacy.

MRS. GLENN FELVENUS P. YBANEZ, RPH, MS PHARM

 Dean College of Pharmacy

ACKNOWLEDGEMENT

First and foremost, the researchers are thankful to the Almighty Father for the good
health and for guiding them to the right path all throughout the research. The researchers would
also like to express their gratitude to their Research adviser Mrs. Marivic Ocampos for giving
them the opportunity to look through the current challenges in the pharmacy industry. They
would like to thank her for the assistance that she gave them, for the patience, and for
encouraging them to continue what they have started. Her deep knowledge in this field has
greatly helped the researchers in writing this thesis.

The researchers would like to convey their gratitude to their college dean Glenn Felvenus
Ybanez and to the judges or panel for examiners namely; Carolina Balberan and Jinky Cagas
for sparing their time to check and assess the researchers’ study, and for their insightful views
and opinions.

The researchers would also like to thank Ms. Faizah Macabayao, the statistician, for
helping them in the computation of the gathered data, and the analysis and interpretation of the
results.

The researchers are also thankful to their dear classmates and friends for the undying
support that were given to them, for encouraging them in finishing this study, for giving them
strength to always move forward.

And most especially, the researchers are sincerely grateful to their parents and families
for sustaining their needs in terms of financial expenses, for the continuous understanding, and
for the unconditional and unwavering love.

Jehan, Phoebe, Sittie, Kisses

 DEDICATION

The researchers faced many challenges in making this study. There were a lot of times
that they almost give up and lose hope, but because of certain people they strived hard to finish
this study.

The researchers dedicate the effort and time that they exert in this study to the Almighty
God, to their loving parents, siblings and family, and to their friends for supporting them since
the beginning of this study up to the end.

Jehan, Phoebe, Sittie, Kisses

 ABSTRACT

The purpose of this study is to identify the customer’s perception towards the attitude of
pharmacy assistants in the two (2) community pharmacies in Ozamiz City. The researchers
selected 75 people from the customers aged 18-64 and above. The questionnaires were
distributed to the respondents while waiting for the purchased medicine to be dispensed. A
research-made used for data gathering. The statistical tool used for this study was Chi-square
formula. Ratings of the customer depend on the attitude and the services of the pharmacy
assistants. Better services means better rate. With the result of the researchers’ data, the
enhancements of the provision of information of the drug through counselling and marketing
strategy to attract clients and develop customer loyalty are still to be improved. But still, based
on the indicators, the pharmacy assistants are all very good towards the attitude in the costumer.

Keywords: Community Pharmacy, Pharmacy Assistant, health care and dispensing

 TABLE OF CONTENTS

TITLE PAGE i

APPROVAL SHEET ii

ABSTRACT iii

ACKNOWLEDGEMENT iv

DEDICATION v

TABLE OF CONTENTS vi

LIST OF TABLES vii

LIST OF FIGURE viii

CHAPTER 1. THE PROBLEM

Introduction 1

Theoretical Framework 2

Statement of the Problem 3

Hypothesis 3

Significance of the Study 5

Scope and Delimitation 5

Operational Definition of Terms 6

CHAPTER 2. REVIEW AND RELATED LITERATURE

AND STUDIES
Related Literature 7
 Related Studies 8

CHAPTER 3. RESEARCH METHODOLOGY

Research Design 10

Research Setting 10

Research Respondents 10

Data Gathering Procedure 11

Research Instrument 11

Statistical Treatment 11

CHAPTER 4. PRESENTATION, ANALYSIS, AND 14

INTERPRETATION OF DATA

CHAPTER 5. SUMMARY, CONCLUSIONS AND

RECEMMENDATIONS

Findings 19

Conclusion 20

Recommendations 20

REFERENCES 21

APPENDIXES

A- Letter to Customers 22

B- Questionnaire on Perception of the Customers 23

on the Attitude of the Pharmacy Assistants
 List of Tables

Table Page

1 Gender profiles of the respondents 14

2 Age profiles of the respondents 14
3 Marital Status profiles of the respondents 15

4 Presents the perceptions of customers on the attitude 16

of the pharmacy assistants

5 Significant Relationship between Perception of Costumer and 17

Demographic Profile of the Respondents
 LIST OF FIGURE

Figure Page

1 Schematic Diagram of the Study 4

 Appendix B

Questionnaire on

Perception of Customers on the Attitude of the Pharmacy Assistants

Pangalan (Opsyonal):

Petsa:

• Unsa imong kasarian?

[ ] Lalake [ ] Babaye

• Pila imong edad?

[ ] 18-35 [ ] 51-64

[ ] 36-50 [ ] 64 pataas

• Unsa imong marital status karun?

[ ] Ulitawo/Dalaga [ ] Balo

[ ] Menyo [ ] Naay ka tipon2x

[ ] Bulag sa asawa/ ban

[ ] Diborse

II. Ang musunod mao ang mga pahayag mga naghulagway sa kinaiya sa mga pharmacy
assistant. Pahlihug ug rate sumala sa imong panglantaw gamit ang mosunod nga sukdanan
sa grado:

5 Kusganon nga miuyon

4 Medyo Miuyon

3 Neyutral
2 Medyo wala Miuyon

1 Kusganon nga wala miuyon

A. Kahibalo

1. Ang mga assistant sa parmasya kay na trained ug maayo.

[ ] Kusganon nga Miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] neyutral

2. Ang Parmasya Assistant ni respondi sa akong kinahanglan sa saktong oras.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] neyutral

3. Ang Parmasya Assistant mihatag serbisyo ug impormasyon nga akong kinahanglan.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

4.Ang Parmasya Assistant naghatag ug klaru nga impormasyon.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

B. Pagkamaunongon sa propesyon

1. Ang Parmasya Assistant nag sunod sa saktong pamatasan sa ilang propesyon

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral
2. Ang Parmasya Assistant kay maayo ug matinahuron

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

3. Ang Parmasya Assistant kay matinabangon.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

4. Ang Parmasya Assistant kay mitabang kauban sa pharmacist.

[ ] Kusganon nga miuyon [ ] Medyo wla miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

C. Pag-amuma

1. Ang Parmasya Assistant nagpakita ug patas nga pagtagad ug dedikasyon sa tanan.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

2. Ang Parmasya Assistant nag respeto sa akung katungod nga mupili sa brand sa tambal nga
akung gusto.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral
3. Ang Parmasya Assistant nag protekta sa akung katungod nga himoong konpidensyal ang mga
personal nga impormasyon.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

4. Ang Parmasya Assistant nag hatag ug epektibong komunikasyon sa akoa pinaagi sa pag gahin
ug oras sa pakig isturya.

[ ] Kusganon nga miuyon [ ] Medyo wala miuyon

[ ] Medyo miuyon [ ] Kusganon nga wala miuyon

[ ] Neyutral

• Unsa kakontento ang imung kalabotan sa kinaiya sa Parmasya assistant?

[ ] kontento kaayo

[ ] kontento

[ ] neyutral

[ ] dili kontento

[ ] wala jud nakontento

• Nahimamat ba ang imong mga espektasyon sa kinaiya sa Parmasya Assistant?

[ ] Ang mga gilauman natuman, pinasikad sa pasundayog

[ ] Ang mga gilauman medyo natuman, pinasikad sa pasundayog

[ ] Ang mga gilauman wala natuman, pinaagi sa pasundayog

• And kinaiya sa mga Parmasya Assistant kay……

[ ] Dili maayo

[ ] Okey lang

[ ] Maayo jud

[ ] Maayo kaayo
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