The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital

Authors

  • Gemy Nastity Handayany Department of Pharmacy, Alauddin State Islamic University, Makassar, Indonesia

DOI:

https://doi.org/10.3889/oamjms.2021.7669

Keywords:

Pharmaceutical services, Goals, Patient loyalty, Structural equation modeling

Abstract

Background: The quality of pharmaceutical services is an important factor in ensuring the quality of health services in hospitals. In this current era of the new normal, improving the quality of pharmaceutical services is closely related to patient satisfaction and loyalty. Objective: The purpose of this study was to examine and analyze the effect of pharmaceutical service quality on loyalty through mediating outpatient satisfaction at the Pharmacy Installation of Daya General Hospital. Method: This research was a quantitative study with an analytical observational study design. Respondents in this study were 120 outpatients at the Pharmacy Installation. The data analysis method used was univariate and bivariate analysis through the Statistical Package for the Social Sciences (SPSS) program and multivariate Structural Equation Modeling (SEM) with the AMOS program. Results: Satisfaction affected the loyalty of outpatients at the Pharmacy Installation. The most dominant indicator was feeling satisfied in the satisfaction variable, with a loading factor of 0.93. In the loyalty variable, the most dominant indicator was the loyalty aspect, with a loading factor of 0.41. The direct effect of pharmaceutical service quality on loyalty was 0.550, while the indirect effect mediated by patient satisfaction was 0.303. Conclusion: The direct effect was greater than the indirect effect of service quality on the loyalty of outpatients at Daya General Hospital.

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

Plum Analytics Artifact Widget Block

References

Rusly. Farmasi Rumah Sakit dan Klinik. Jakarta: Kementerian Kesehartan RI; 2016.

Noviyanti N. Faktor Pelayanan Yang Profesional Terhadap Kepuasan Pasien. Surabaya: Penerbit Qiara Media; 2020. p. 66.

Haryono S. Metode SEM Untuk Penelitian Manajemen dengan MOS LISREL PLS. Bekasi: Intermedia Personalia Utama; 2016.

Waluyo M. Mudah Cepat Tepat Penggunaan Tools AMOS Dalam Aplikasi (SEM). Surabaya, Jawa Timur: UPN Veteran; 2016.

Handayany GN. Kualitas Pelayanan Kefarmasian dan Kepuasan Pasien. Makassar: Universitas Islam Negeri Alauddin; 2020. Available from: http://www.repositori.uin-alauddin.ac.id/17873 [Last accessed on 2021 Oct 15]. https://doi.org/10.24252/lp.2012v15n1a5 DOI: https://doi.org/10.24252/lp.2012v15n1a5

Addo AA, Wang W, Dankyi AB, Abban OJ, Bentum-Micah G. Sustainability of health institutions: The impact of service quality and patient satisfaction on loyalty. Eur J Bus Manag Res. 2020;5(4):1-7. Available from: https://www.ejbmr.org/index.php/ejbmr/article/view/345 [Last accessed on 2021 Oct 15]. https://doi.org/10.24018/ejbmr.2020.5.4.345 DOI: https://doi.org/10.24018/ejbmr.2020.5.4.345

Mardiana LA, Aritonang A, Derriawan D. The Effect of Service Quality and Perceived Quality on Patient Satisfaction BPJSOutpatient Health RSUD Bayu ASIH Purwakarta. Med Tadulako J Ilm Kedokt Fak Kedokt Dan Ilmu Kesehat. 2019;6(2):132–9. https://doi.org/10.23917/dayasaing.v18i2.4508 DOI: https://doi.org/10.23917/dayasaing.v18i2.4508

Kulsum U, Syah TY. The effect of service quality on loyalty with mediation of patient satisfaction. Int J Bus Manag Invent. 2017;6(3):41-50.

Kristina S, Lienaningrum AS, Aditama H. Assessing patient satisfaction with community pharmacy services in Yogyakarta, Indonesia. Int J Pharm Res. 2021;13(1):1-5. DOI: https://doi.org/10.31838/ijpr/2021.13.01.652

Barghouth D, Al-Abdallah GM, Abdallah AB. Pharmacy service factors and pharmacy performance: The role of patient satisfaction in community pharmacies. Int J Pharm Healthc Mark. 2021;15(3):410-28. https://doi.org/10.1108/ijphm-03-2020-0017 DOI: https://doi.org/10.1108/IJPHM-03-2020-0017

Bratkowska K, Religioni U, Krysiński J, Merks P. Quality of pharmaceutical services in independent pharmacies and pharmacy chains in poland from the patient perspective. Patient Prefer Adherence. 2020;14:2459-67. https://doi.org/10.2147/PPA.S284014 PMid:33363362 DOI: https://doi.org/10.2147/PPA.S284014

Arnaya AA, Niryana IW. Level of Satisfaction and Expectations of Outpatients on the Quality of Health Services at the Mengwi I Community Health Center. E-J Med Udayana. 2020;9(9):105–13. https://doi.org/10.33857/jns.v2i2.185 DOI: https://doi.org/10.33857/jns.v2i2.185

Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of patient satisfaction: A systematic review. Perspect Public Health. 2017;137(2):89-101. https://doi.org/10.1177/1757913916634136 PMid:27004489 DOI: https://doi.org/10.1177/1757913916634136

Pakdil F, Harwood TN. Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Qual Manag Bus Excell. 2005;16(1):15-30. https://doi.org/10.1080/1478336042000255622 DOI: https://doi.org/10.1080/1478336042000255622

Nurmiwiyati N, Ds AO, Aritonang MGS, Kosasih K. Effect of Drug Availability and Quality of Pharmacy Services on Outpatient Satisfaction and Loyalty (Study at PKU Muhammadiyah Cipondoh Maternal and Child Hospital, Tangerang). J Surya Med JSM. 2020 Aug 29;6(1):32–8. https://doi.org/10.33084/jsm.v6i1.1474 DOI: https://doi.org/10.33084/jsm.v6i1.1474

de Oliveira LA, de Albuquerque AP, de Carvalho RC, de Medeiros DD. What determines patient loyalty in health services? An analysis to assist service quality management. Total Qual Manag Bus Excell. 2021;1(1):1-19. https://doi.org/10.1080/14783363.2021.1960500 DOI: https://doi.org/10.1080/14783363.2021.1960500

Panvelkar PN, Saini B, Armour C. Measurement of patient satisfaction with community pharmacy services: A review. Pharm World Sci. 2009;31(5):525-37. https://doi.org/10.1007/s11096-009-9311-2 PMid:19588267 DOI: https://doi.org/10.1007/s11096-009-9311-2

Swain S, Kar NC. Hospital service quality as antecedent of patient satisfaction-a conceptual framework. Int J Pharm Healthc Mark. 2018;12(3):251-69. https://doi.org/10.1108/ijphm-06-2016-0028 DOI: https://doi.org/10.1108/IJPHM-06-2016-0028

Agu KA, Oqua D, Agada P, Ohiaeri SI, Adesina A, Abdulkareem MH, et al. Assessment of satisfaction with pharmaceutical services in patients receiving antiretroviral therapy in outpatient HIV treatment setting. Int J Clin Pharm. 2014;36(3):636-47. https://doi.org/10.1007/s11096-014-9948-3 PMid:24736896 DOI: https://doi.org/10.1007/s11096-014-9948-3

Vigaretha G, Handayani OWK. The Role of Patient Satisfaction as a Mediation Variable Influence of Service Quality on Patient Loyalty. HIGEIA J Public Health Res Dev. 2018 Oct 31;2(4):543–52. https://doi.org/10.15294/higeia.v2i4.23893 DOI: https://doi.org/10.15294/higeia.v2i4.23893

Adil A, Syamsun M, Najib M. The Influence of Service Quality and Cost on Patient Satisfaction and Loyalty in Bogor City Hospital. J Apl Manaj. 2016 Sep 1;14(3):432–41. https://doi.org/10.18202/jam23026332.14.3.04 DOI: https://doi.org/10.18202/jam23026332.14.3.04

Fatima T, Malik SA, Shabbir A. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. Int J Qual Reliab Manag. 2018;35(6):1195-214. https://doi.org/10.1108/ijqrm-02-2017-0031 DOI: https://doi.org/10.1108/IJQRM-02-2017-0031

Wu CC. The impact of hospital brand image on service quality, patient satisfaction and loyalty. Afr J Bus Manag. 2011;5(12):4873-82.

Downloads

Published

2021-11-30

How to Cite

1.
Handayany GN. The Quality of Pharmaceutical Services in the New Normal Era on Outpatient Loyalty at the Pharmacy Installation of the Daya General Hospital. Open Access Maced J Med Sci [Internet]. 2021 Nov. 30 [cited 2024 Nov. 22];9(E):1376-82. Available from: https://oamjms.eu/index.php/mjms/article/view/7669

Issue

Section

Public Health Legislation

Categories