Patient experience in community pharmacies from an experiential marketing perspective: structural equation model

Demet Akalgan Aklar; Gülbin Özçelikay

Patient experience in community pharmacies from an experiential marketing perspective: structural equation model

Abstract

Objective: The main objective of this study was to model patient experience (PX) in community pharmacies as experimental marketing parameters via structural equation modeling (SEM). Results: Our findings show that peace of mind, trust, pharmacy, customer engagement, interaction quality with the pharmacist and personnel, and atmosphere or periphery experience quality is the important component for a patient to re-visit the same pharmacy. Conclusion: The patient's journey to the pharmacy starts before entering the pharmacy, continues at the pharmacy, and then leaves the pharmacy. It is important to understand the touchpoint of the patient journey at a community pharmacy and the needs of the patients as well as other health services. Overall, whether it is patient experience or customer experience, both focus on people and understanding their needs as a service sector will add value to service quality. Methods: The research was conducted on 414 volunteer patients given informed consent and answered 73 items in Istanbul province. The data obtained from the questionnaire forms were analyzed using the IBM SPSS Statistics 23 package program. Confirmatory factor analysis (CFA) was applied using IBM SPSS AMOS 23 package program in the analysis of trust, pharmacy customer engagement (PCE), word of mouth (WoM), pharmacist interaction quality, personnel interaction quality, periphery experience quality, peace-of-mind (POM), and autobiographical memory parameters. Since the assumption of normality was not provided, the relationships among these items were calculated using Spearman's correlation coefficient. The results were evaluated at the significance level of p <0.05. Finally, a structural equation model was conducted to specify PX items.

Keywords

References

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Details

Primary Language

English

Subjects

Pharmacognosy

Journal Section

Research Article

Authors

Demet Akalgan Aklar ^*
0000-0001-6956-163X
Türkiye

Gülbin Özçelikay
0000-0002-1580-5050
Türkiye

Publication Date

June 28, 2025

Submission Date

April 3, 2023

Acceptance Date

May 1, 2023

Published in Issue

Year 2023 Volume: 27 Number: 3

IZ

https://izlik.org/JA76HK64NC

Cite

RIS / Bibtex

APA

Akalgan Aklar, D., & Özçelikay, G. (2025). Patient experience in community pharmacies from an experiential marketing perspective: structural equation model. Journal of Research in Pharmacy, 27(3), 980-994. https://izlik.org/JA76HK64NC

AMA

1.Akalgan Aklar D, Özçelikay G. Patient experience in community pharmacies from an experiential marketing perspective: structural equation model. J. Res. Pharm. 2025;27(3):980-994. https://izlik.org/JA76HK64NC

Chicago

Akalgan Aklar, Demet, and Gülbin Özçelikay. 2025. “Patient Experience in Community Pharmacies from an Experiential Marketing Perspective: Structural Equation Model”. Journal of Research in Pharmacy 27 (3): 980-94. https://izlik.org/JA76HK64NC.

EndNote

Akalgan Aklar D, Özçelikay G (June 1, 2025) Patient experience in community pharmacies from an experiential marketing perspective: structural equation model. Journal of Research in Pharmacy 27 3 980–994.

IEEE

[1]D. Akalgan Aklar and G. Özçelikay, “Patient experience in community pharmacies from an experiential marketing perspective: structural equation model”, J. Res. Pharm., vol. 27, no. 3, pp. 980–994, June 2025, [Online]. Available: https://izlik.org/JA76HK64NC

ISNAD

Akalgan Aklar, Demet - Özçelikay, Gülbin. “Patient Experience in Community Pharmacies from an Experiential Marketing Perspective: Structural Equation Model”. Journal of Research in Pharmacy 27/3 (June 1, 2025): 980-994. https://izlik.org/JA76HK64NC.

JAMA

1.Akalgan Aklar D, Özçelikay G. Patient experience in community pharmacies from an experiential marketing perspective: structural equation model. J. Res. Pharm. 2025;27:980–994.

MLA

Akalgan Aklar, Demet, and Gülbin Özçelikay. “Patient Experience in Community Pharmacies from an Experiential Marketing Perspective: Structural Equation Model”. Journal of Research in Pharmacy, vol. 27, no. 3, June 2025, pp. 980-94, https://izlik.org/JA76HK64NC.

Vancouver

1.Demet Akalgan Aklar, Gülbin Özçelikay. Patient experience in community pharmacies from an experiential marketing perspective: structural equation model. J. Res. Pharm. [Internet]. 2025 Jun. 1;27(3):980-94. Available from: https://izlik.org/JA76HK64NC