Abstract: This research aims to identify different factors influencing consumers selection and buying behaviour in local pharmacies in Malaysia. The four main influence factors consist of customer services, staff professionalism, sales promotion and the location and environment of the pharmacy itself. This research study is designed in a way by using mysterious shopper survey. From January to May 2021, 115 mysterious shoppers were sent out to Alpro Pharmacy located in different state in Malaysia. The data obtained was purely based on rating and percentage from the rating scale of 4 and 5 only. The image and the professionalism of the community pharmacist and staffs are improving and results in better satisfaction and appreciation of their role and position in the health care industry. Despite this, community pharmacists and staffs need to be able to reach out to their patients, assess to the patients’ requirements and should play a pro-active role in becoming an effective and indispensable part of health care industry.
Keywords: Community Pharmacy, Buying Behaviour, Alpro Pharmacy, Healthy and Vibrant World, Malaysia.
Title: FACTORS AFFECTING CONSUMERS SELECTION OF LOCAL PHARMACIES IN MALAYSIA
Author: Lai Jeh Wei, Pang Lee Ping
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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