The Empirical Study On The Consumers' Demand About Pharmaceutical Care In Pharmacy In Shenyang City

This paper is concentrated on the research of consumers' demand in pharmacy about pharmaceutical care in the city of Shenyang.It proposed the priority order of the importance on consumers' demand about pharmaceutical care,through the block-survey to residents and by using SPSS 10.0,a social statistics software,for data input,processing and analysis.And then through the use of Quality Function Display(QFD) and House of Quality(HOQ),this paper stated the priority order of the importance on service items that amid to satisfy consumers' demand on pharmaceutical care in pharmacy,in order to give references and guidelines for designing service,formulating management strategy for pharmacy.This paper is divided into six parts as follows:Chapter one,introduction.It expounded the backgrounds,question proposed,analysis method and the framework of this paper.Chapter two and three was literature review.It reviewed the related theories on consumers' demand,and especially detailed the theories of Quality Function Display(QFD) and House of Quality(HOQ).And in chapter three,it reviewed the related literatures on pharmaceutical care in drug retail industry.Chapter four was research part.It introduced how to do the research work in every detail and decided on the research model and content.It detailed propose of consumers' demand factors.At last,it described and analyzed the samples.Chapter five was the result of this paper.By using SPSS10.0,it analyzed the relevant between customer demography characteristic and their demand on pharmaceutical care,and proposed consumers' demand for further study.And through the using of House of Quality(HOQ),it set an order about the importance of consumers' demand and proposed the key service items that could satisfy consumers' demand greatly,for the propose of providing instructions and suggestions for the pharmacy's disposition and effective use of resources.