Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

Pribadi, Prasojo; Satibi, -; Kristina, Susi Ari; Syahlani, Suci Paramitasari

doi:10.22146/ijp.1326

Cited by 4 publications

(3 citation statements)

References 44 publications

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“…(5) It is hoped that the management of the Medan Business Unit can pay attention to the delay in the distribution of drugs to pharmacies under their ranks so that the service level of drug availability is always in the excellent category and minimizes drug rejection. (6) It is hoped that regular frontline training on product knowledge will be conducted so that all front liners can answer questions about drug information to customers.…”

Section: Discussionmentioning

confidence: 99%

Analysis of the Effect of Pharmaceutical Service Quality on Customer Satisfaction at a Pharmacy Chemistry Farma Denai Business Unit Medan

Kurniawan

Rini

Maas

2023

IJSS

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This study aims to analyze the effect of pharmaceutical service quality on customer satisfaction at Kimia Farma Denai Pharmacy, Medan Business Unit, in 2020. This type of research is cross-sectional, in which the independent and dependent variables are studied simultaneously in the same period. As for what is examined in terms of service quality, namely reliability, assurance, responsiveness, physical evidence, and empathy. The population of this study was 1,980 visits with a total sample of 100 people. Data collection using chi-square test and multiple logistic regression test. The results showed that most of the respondents were 25-34 years old (37%), female (53%), had a bachelor's degree (39%), and worked as private employees (38%). The results of the analysis show that there is a relationship between reliability (p=0.003), assurance (p=0.031), physical evidence (p=0.044), empathy (p=0.021), and responsiveness (p=0.023) to customer satisfaction. The results of the analysis of the effect together show that reliability (p=0.006), guarantee (p=0.017), and physical form (p=0.033) have an effect on customer satisfaction, and the most influential variable is reliability (Exp B=4.732).

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Section: Discussionmentioning

confidence: 99%

Analysis of the Effect of Pharmaceutical Service Quality on Customer Satisfaction at a Pharmacy Chemistry Farma Denai Business Unit Medan

Kurniawan

Rini

Maas

2023

IJSS

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“…Additionally, pharmaceutical services indirectly influence patient loyalty. 2 Patient satisfaction is influenced by various factors, including the services provided by the pharmacy. Age, education, frequency of visits, self-perceived health state, and pharmacist general knowledge were found to strongly impact patient satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

Yuliani,

Muin,

Farrukh

et al. 2024

J. Manaj. dan Pelayanan Farm.

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Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study. Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.

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“…Good quality medical services will improve service quality and patient satisfaction. Satisfied patients will share their satisfaction and experiences with others 7,8 .…”

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confidence: 99%

Quality of Pharmaceutical Services on Patient Loyalty of RSUD Soewandhie Surabaya

Purbosari,

Kusuma Pramushinta,

Mukti

et al. 2023

IJPST

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Quality of health services is an important thing. The level of perfection of a service to increase patient satisfaction. The quality of patient care is very influential on loyalty. The purpose of this study was to assess the quality of medical services at pharmaceutical facilities and patient retention at RSUD Dr. Mohamad Soewandhie and saw the relationship between the quality of health services and the loyalty of BPJS and non-BPJS patients. This research is a descriptive research with a survey method using a questionnaire to 150 respondents who meet the research inclusion criteria. The research instrument used was a closed questionnaire with a total of 19 questions. Furthermore, the data obtained were analyzed descriptively, and then the Chi-square test was carried out to determine the relationship between research variables. The results of this study are included in the good category for service quality, with the percentage of respondents who answered at 53.3% and loyalty at 65.3%. There is a significant relationship between the quality of pharmacy installation services and patient loyalty.

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Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

Cited by 4 publications

References 44 publications

Analysis of the Effect of Pharmaceutical Service Quality on Customer Satisfaction at a Pharmacy Chemistry Farma Denai Business Unit Medan

Analysis of the Effect of Pharmaceutical Service Quality on Customer Satisfaction at a Pharmacy Chemistry Farma Denai Business Unit Medan

Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey

Quality of Pharmaceutical Services on Patient Loyalty of RSUD Soewandhie Surabaya

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