Mean service quality scores on the five dimensions
| Variables | Mean (SD) |
| Tangibility | 3.19 (0.41) |
| T1: The waiting area is clean and comfortable | 3.63 (0.58) |
| T2: Inside of the pharmacy looks clean and tidy | 3.64 (0.55) |
| T3: The outpatient pharmacy is near to your care services or easy to find | 3.01 (0.80) |
| T4: Pharmacists are well dressed and appear neat | 3.67 (0.57) |
| T5: Medication prescribed to you are available in the pharmacy | 2.00 (0.82) |
| Reliability | 2.81 (0.56) |
| R1: Pharmacy professional gave you the results you can expect from your medication therapy | 2.31 (0.97) |
| R2: The medications dispensed to you were of good quality | 3.18 (0.98) |
| R3: Cost of medication is fair | 2.43 (0.97) |
| R4: Pharmacist shows professionalism | 3.34 (0.86) |
| R5: Pharmacist works together with your doctor to make sure the medications are best for you | 2.82 (0.97) |
| Responsiveness | 3.08 (0.64) |
| P1: The pharmacy professional answered your questions very well | 3.12 (0.85) |
| P2: The prescription medications were issued promptly | 3.27 (0.78) |
| P3: The pharmacy professional spent enough time with you | 2.61 (0.82) |
| P4: You didn’t have to wait too long for your prescription to be filled | 3.35 (0.83) |
| Assurance | 2.87 (0.61) |
| A1: Pharmacy professional was careful while supplying your medications | 3.59 (0.90) |
| A2: Pharmacist was confident about the dispensed drugs | 3.76 (0.79) |
| A3: The pharmacy professional’s instructions on how to take your medication are clear | 3.41 (0.79) |
| A4: The pharmacist gave you information about proper storage of your medication | 2.20 (0.92) |
| A5: The label on the medication supplied to you is clear to read and easy to understand | 2.50 (0.99) |
| A6: The pharmacist explained possible side effects | 1.80 (0.85) |
| Empathy | 3.71 (0.53) |
| E1: The pharmacy professionals gave you adequate care and attention | 3.54 (0.66) |
| E2: Pharmacy staff showed you courtesy and respect | 3.77 (0.69) |
| E3: The privacy was maintained during your conversation with the pharmacist | 3.83 (0.66) |
| Overall | 3.13 (0.40) |