การปรับปรุงแบบวัดที่ใช้ประเมินความไว้วางใจของผู้รับบริการต่อเภสัชชุมชน

Abstract

The objective of this study was to improve a scale to measure clients' trust in community pharmacists. The study was composed of two major steps, including scale improvment and testing of scale validity. A previous 23-item scale (which has two dimensions of trust, including Ethical behavior and Technical competence) was added with questions regarding technical competence and finally ended up with 48 items. A questionnaire was developed. It was composed of four sections, including demographics, trust scale, satisfaction scale and a validation questions for trust scale. It was reviewed for clarity and content validity by five experts, including two pharmacy factulties and five practicing pharmacists. The reviesed items were piloted with a convenience sample of 30 people. The final scale, which comprised 40 items, was administered to a convenience sample of 400 in Yala city, Yala Province, who has ever used pharmacy services at leased one time within last three months. Factor analysis and item analysis were used to determine dimensions and refine items of the trust scale. The average age of respondents was about 27 years old. Most of them were female (74.8%), worked in student (31%) and had the education at grade 10-12 or diploma vocational (32%). Resualts from the exploratory factor analysis showed that the most interpretable solution consisted of three factors were labeled Ethical behavior, Technical competence and Communication, which were composed of 12, 10 and 8 items, respectively. The scales had high reliability (Cronbach's alpha 0.8370.909) and exhibited a strong positive association with satisfaction (r = 0.704, P<0.001). It also showed positive associations between level of clients' trust and other client-pharmacist relationships. In conclusion, the developed trust scale had high validity and reliability. It can be used to measure client's trust in community pharmacist.