Antecedents and Consequences of Outpatient Patient Satisfaction In The Pharmacy Installation of XYZ Hospital
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Published
Nov 26, 2024
Abstract
This study aims to identify the factors that influence the satisfaction levels of outpatients in the Pharmacy Department at XYZ Hospital and their impact on patient loyalty. The study involved 208 outpatients. Data was collected through a questionnaire containing 38 questions using a 1-5 Likert Scale based on a judgemental sampling method. The data was analyzed using the SEM method based on PLS. The results indicate that communication and the attitude of pharmacy staff have a positive and significant influence on patient satisfaction. Timeliness in providing services also contributes positively and significantly to patient satisfaction. The availability of medications in a timely and adequate manner, a clean and comfortable pharmacy environment, and prices perceived as reasonable also have a positive and significant impact on patient satisfaction. Furthermore, patient satisfaction positively and significantly affects patient loyalty in the Pharmacy Department at XYZ Hospital, with satisfied patients tending to return for services and recommend them to others.
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How to Cite
Petrareni, A. and Berlianto, M. P. (2024) “Antecedents and Consequences of Outpatient Patient Satisfaction In The Pharmacy Installation of XYZ Hospital”, Ranah Research : Journal of Multidisciplinary Research and Development, 7(1), pp. 413-432. doi: 10.38035/rrj.v7i1.1210.
References
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Al-Arifi, M. N. (2013). The Managerial Role of Pharmacist at Community Pharmacy Setting in Saudi Arabia. Pharmacology & Pharmacy, 04(01), 63–70. https://doi.org/10.4236/pp.2013.41009
Ayoub, H. F., & Abdallah, A. B. (2019). The effect of supply chain agility on export performance: The mediating roles of supply chain responsiveness and innovativeness. Journal of Manufacturing Technology Management, 30(5), 821–839. https://doi.org/10.1108/JMTM-08-2018-0229
Bahari, M. B., & Ling, Y. W. (2010). Factors contributing to customer satisfaction with community pharmacies in Malaysia. Journal of Public Health, 18(1), 35–41. https://doi.org/10.1007/s10389-009-0280-7
Barghouth, D., Al-Abdallah, G. M., & Abdallah, A. B. (2021). Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), 410–428. https://doi.org/10.1108/IJPHM-03-2020-0017
Bastos, J. A. R., & Gallego, P. de M. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis. Documento de Trabajo, 1(8), 1–30.
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699–712. https://doi.org/10.1016/j.sapharm.2015.10.001
Do, T. X., Foulon, V., Thuy, L. T., Tien, L. T., & Anderson, C. (2021). Factors impacting on customer satisfaction with community pharmacies in Vietnam. Pharmaceutical Sciences Asia, 48(2), 164–174. https://doi.org/10.29090/psa.2021.02.19.080
El Hajj, M. S., Salem, S., & Mansoor, H. (2011). Public’s attitudes towards community pharmacy in Qatar: A pilot study. Patient Preference and Adherence, 5, 405–422. https://doi.org/10.2147/PPA.S22117
Elvey, R., Hassell, K., Lewis, P., Schafheutle, E., Willis, S., & Harrison, S. (2016). Patient-centred professionalism in pharmacy: values and behaviours. Journal of Health Organization and Management, 29(3), 413–430.
Fahmi Khudair, I., & Raza, S. A. (2013). Measuring patients’ satisfaction with pharmaceutical services at a public hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025
Gavilan, D., Avello, M., & Abril, C. (2014). Shopper marketing: A new challenge for Spanish community pharmacies. Research in Social and Administrative Pharmacy, 10(6), e125–e136. https://doi.org/10.1016/j.sapharm.2014.02.008
Goodman, J. A. (2009). Strategic customer service: managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. USA:AMACOM.
Guhl, D., Blankart, K. E., & Stargardt, T. (2019). Service quality and perceived customer value in community pharmacies. Health Services Management Research, 32(1), 36–48. https://doi.org/10.1177/0951484818761730
Gül, İ., Helvacıoğlu, E. T., & Saraçlı, S. (2023). Service quality, outpatient satisfaction and loyalty in community pharmacies in Turkey: A structural equation modeling approach. Exploratory Research in Clinical and Social Pharmacy, 12(July), 1–9. https://doi.org/10.1016/j.rcsop.2023.100361
https://i3l.ac.id/indonesias-role-in-pharmaceutical-market/2023
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When To Use And How To Report The Results Of PLS-SEM. European Business Review, 31(1), 2–24.
Hari, D. G., Oktariza, Y., & Rahmawati, A. (2022). Implementation of pharmacy delivery services in the era of digital and pandemic Covid-19. Pharmaciana, 12(1), 62–71. https://doi.org/10.12928/pharmaciana.v12i1.20127
Ihsan, M., Kurnia Illahi, R., & Rachma Pramestutie, H. (2018). Hubungan antara Waktu Tunggu Pelayanan Resep dengan Tingkat Kepuasan Pasien Rawat Jalan BPJS terhadap Pelayanan Resep (Penelitian dilakukan di Instalasi Farmasi Rumah Sakit Universitas Muhammadiyah Malang). Pharmaceutical Journal of Indonesia, 3(2), 59–64. https://doi.org/10.21776/ub.pji.2017.003.02.4
Kesumahati, E., & Jurnali, T. (2020). Analysis of Factors Influencing Customer Satisfaction and Purchase Intention at Pharmacy in Batam City. Advances in Economics, Business and Management Research, Volume 151 Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020), 1(1), 216–220. https://doi.org/10.2991/aebmr.k.200915.050
Levana, V., & Antonio, F. (2022). Antecedents of Patient Satisfaction in Private Clinical Laboratories toward Patient Loyalty with Switching Cost and Location as Moderating Factors (An Empirical Study from Indonesia). Open Access Macedonian Journal of Medical Sciences, 10(E), 1463–1471. https://doi.org/10.3889/oamjms.2022.9809
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inquiry (United States), 58(1), 1–11. https://doi.org/10.1177/00469580211007221
Márquez-Peiró, J. F., & Pérez-Peiró, C. (2008). Evaluation of Patient Satisfaction in Outpatient Pharmacy. Farmacia Hospitalaria (English Edition), 32(2), 71–76. https://doi.org/https://doi.org/10.1016/S2173-5085(08)70029-7
Merks, P., Kaźmierczak, J., Olszewska, A. E., & Koltowska-Häggström, M. (2014). Comparison of factors influencing patient choice of community pharmacy in Poland and in the UK, and identification of components of pharmaceutical care. Patient Preference and Adherence, 8, 715–726. https://doi.org/10.2147/PPA.S53829
Naik Panvelkar, P., Saini, B., & Armour, C. (2009). Measurement of patient satisfaction with community pharmacy services: a review. Pharmacy World & Science, 31(5), 525–537. https://doi.org/10.1007/s11096-009-9311-2
Naser, A. Y., & Abu Sbeat, B. S. (2022). Satisfaction with community pharmacies services in Jordan: A cross-sectional study. Saudi Pharmaceutical Journal, 30(11), 1646–1651. https://doi.org/10.1016/j.jsps.2022.09.007
Nitadpakorn, S., Farris, K. B., & Kittisopee, T. (2017). Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach. Pharmacy Practice, 15(3), 1–8. https://doi.org/10.18549/PharmPract.2017.03.999
Nuritasari, A. (2015). Patıent Satısfactıon Analysis of Pharmaceutical Service Quality in UMP Dispensary. International Conference on Trends in Economics, Humanities and Management (ICTEHM’15), 1(1), 122–126. https://doi.org/10.15242/icehm.ed0315121
Olsson, E., Ingman, P., Ahmed, B., & Kälvemark Sporrong, S. (2014). Pharmacist-patient communication in Swedish community pharmacies. Research in Social and Administrative Pharmacy, 10(1), 149–155. https://doi.org/10.1016/j.sapharm.2013.03.001
Peter, P. J., & Olson, J. C. (2010). Consumer Behavior Marketing. In Mc Graw.
Rabbanee, F. K., Burford, O., & Ramaseshan, B. (2015). Does employee performance affect customer loyalty in pharmacy services? Journal of Service Theory and Practice, 25(6), 1–30.
Ringle, C. M., Sarstedt, M., Sinkovics, N., & Sinkovics, R. R. (2023). A perspective on using partial least squares structural equation modelling in data articles. Data in Brief, 48(1), 1–22. https://doi.org/10.1016/j.dib.2023.109074
Rosa, J., & De Muñoz, P. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis. Departamento de Administración y Economía de La Empresa, 1(1), 1–30.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling (Issue July). https://doi.org/10.1007/978-3-319-05542-8
Satyawati, S., & Berlianto, M. P. (2022). Antecedents and Consequences Effect of Patient Satisfaction in Xyz Hospital. The 2nd International Conference on Entrepreneurship (IConEnt) Sustainability Of Cultural Entrepreneurship, 1(1), 167–177. https://ojs.uph.edu/index.php/IConEnt/article/view/6194%0Ahttps://ojs.uph.edu/index.php/IConEnt/article/viewFile/6194/2797
Sekaran, & Bougie. (2016). Research Methods for Business: A skill. Building Approach (Edisi 5). New York : John wiley@Sons.
Sekaran, U., & Bougie, R. (2020). Research Methods for Business A Skill-Building Approach : Seventh Edition. United Kingdom:John Wiley & Sons Ltd.
Septiani, S., Putri Solin, A., Khairunnisa, S. A., Dinata, A. S., Siregar, S. W., & Agustina, D. (2023). Management of Medicines and Health Supplies Hospitals in Indonesia. Promotor, 6(6), 622–625. https://doi.org/10.32832/pro.v6i6.467
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322–2347. https://doi.org/10.1108/EJM-02-2019-0189
Surur, A. S., Teni, F. S., Girmay, G., Moges, E., Tesfa, M., & Abraha, M. (2015). Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: A cross-sectional study Health systems and services in low and middle income settings. BMC Health Services Research, 15(1), 1–8. https://doi.org/10.1186/s12913-015-0900-6
Uysal, B., & Yorulmaz, M. (2020). How Patient Loyalty Affects Patient Satisfaction. Athens Journal of Health and Medical Sciences, 7(1), 19–36. https://doi.org/10.30958/ajhms.7-1-2
Viglia, G., & Abrate, G. (2014). How social comparison influences reference price formation in a service context. Journal of Economic Psychology, 45(September), 168–180. https://doi.org/10.1016/j.joep.2014.09.003
Al-Arifi, M. N. (2013). The Managerial Role of Pharmacist at Community Pharmacy Setting in Saudi Arabia. Pharmacology & Pharmacy, 04(01), 63–70. https://doi.org/10.4236/pp.2013.41009
Ayoub, H. F., & Abdallah, A. B. (2019). The effect of supply chain agility on export performance: The mediating roles of supply chain responsiveness and innovativeness. Journal of Manufacturing Technology Management, 30(5), 821–839. https://doi.org/10.1108/JMTM-08-2018-0229
Bahari, M. B., & Ling, Y. W. (2010). Factors contributing to customer satisfaction with community pharmacies in Malaysia. Journal of Public Health, 18(1), 35–41. https://doi.org/10.1007/s10389-009-0280-7
Barghouth, D., Al-Abdallah, G. M., & Abdallah, A. B. (2021). Pharmacy service factors and pharmacy performance: the role of patient satisfaction in community pharmacies. International Journal of Pharmaceutical and Healthcare Marketing, 15(3), 410–428. https://doi.org/10.1108/IJPHM-03-2020-0017
Bastos, J. A. R., & Gallego, P. de M. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis. Documento de Trabajo, 1(8), 1–30.
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699–712. https://doi.org/10.1016/j.sapharm.2015.10.001
Do, T. X., Foulon, V., Thuy, L. T., Tien, L. T., & Anderson, C. (2021). Factors impacting on customer satisfaction with community pharmacies in Vietnam. Pharmaceutical Sciences Asia, 48(2), 164–174. https://doi.org/10.29090/psa.2021.02.19.080
El Hajj, M. S., Salem, S., & Mansoor, H. (2011). Public’s attitudes towards community pharmacy in Qatar: A pilot study. Patient Preference and Adherence, 5, 405–422. https://doi.org/10.2147/PPA.S22117
Elvey, R., Hassell, K., Lewis, P., Schafheutle, E., Willis, S., & Harrison, S. (2016). Patient-centred professionalism in pharmacy: values and behaviours. Journal of Health Organization and Management, 29(3), 413–430.
Fahmi Khudair, I., & Raza, S. A. (2013). Measuring patients’ satisfaction with pharmaceutical services at a public hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025
Gavilan, D., Avello, M., & Abril, C. (2014). Shopper marketing: A new challenge for Spanish community pharmacies. Research in Social and Administrative Pharmacy, 10(6), e125–e136. https://doi.org/10.1016/j.sapharm.2014.02.008
Goodman, J. A. (2009). Strategic customer service: managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. USA:AMACOM.
Guhl, D., Blankart, K. E., & Stargardt, T. (2019). Service quality and perceived customer value in community pharmacies. Health Services Management Research, 32(1), 36–48. https://doi.org/10.1177/0951484818761730
Gül, İ., Helvacıoğlu, E. T., & Saraçlı, S. (2023). Service quality, outpatient satisfaction and loyalty in community pharmacies in Turkey: A structural equation modeling approach. Exploratory Research in Clinical and Social Pharmacy, 12(July), 1–9. https://doi.org/10.1016/j.rcsop.2023.100361
https://i3l.ac.id/indonesias-role-in-pharmaceutical-market/2023
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM).
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When To Use And How To Report The Results Of PLS-SEM. European Business Review, 31(1), 2–24.
Hari, D. G., Oktariza, Y., & Rahmawati, A. (2022). Implementation of pharmacy delivery services in the era of digital and pandemic Covid-19. Pharmaciana, 12(1), 62–71. https://doi.org/10.12928/pharmaciana.v12i1.20127
Ihsan, M., Kurnia Illahi, R., & Rachma Pramestutie, H. (2018). Hubungan antara Waktu Tunggu Pelayanan Resep dengan Tingkat Kepuasan Pasien Rawat Jalan BPJS terhadap Pelayanan Resep (Penelitian dilakukan di Instalasi Farmasi Rumah Sakit Universitas Muhammadiyah Malang). Pharmaceutical Journal of Indonesia, 3(2), 59–64. https://doi.org/10.21776/ub.pji.2017.003.02.4
Kesumahati, E., & Jurnali, T. (2020). Analysis of Factors Influencing Customer Satisfaction and Purchase Intention at Pharmacy in Batam City. Advances in Economics, Business and Management Research, Volume 151 Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020), 1(1), 216–220. https://doi.org/10.2991/aebmr.k.200915.050
Levana, V., & Antonio, F. (2022). Antecedents of Patient Satisfaction in Private Clinical Laboratories toward Patient Loyalty with Switching Cost and Location as Moderating Factors (An Empirical Study from Indonesia). Open Access Macedonian Journal of Medical Sciences, 10(E), 1463–1471. https://doi.org/10.3889/oamjms.2022.9809
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inquiry (United States), 58(1), 1–11. https://doi.org/10.1177/00469580211007221
Márquez-Peiró, J. F., & Pérez-Peiró, C. (2008). Evaluation of Patient Satisfaction in Outpatient Pharmacy. Farmacia Hospitalaria (English Edition), 32(2), 71–76. https://doi.org/https://doi.org/10.1016/S2173-5085(08)70029-7
Merks, P., Kaźmierczak, J., Olszewska, A. E., & Koltowska-Häggström, M. (2014). Comparison of factors influencing patient choice of community pharmacy in Poland and in the UK, and identification of components of pharmaceutical care. Patient Preference and Adherence, 8, 715–726. https://doi.org/10.2147/PPA.S53829
Naik Panvelkar, P., Saini, B., & Armour, C. (2009). Measurement of patient satisfaction with community pharmacy services: a review. Pharmacy World & Science, 31(5), 525–537. https://doi.org/10.1007/s11096-009-9311-2
Naser, A. Y., & Abu Sbeat, B. S. (2022). Satisfaction with community pharmacies services in Jordan: A cross-sectional study. Saudi Pharmaceutical Journal, 30(11), 1646–1651. https://doi.org/10.1016/j.jsps.2022.09.007
Nitadpakorn, S., Farris, K. B., & Kittisopee, T. (2017). Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach. Pharmacy Practice, 15(3), 1–8. https://doi.org/10.18549/PharmPract.2017.03.999
Nuritasari, A. (2015). Patıent Satısfactıon Analysis of Pharmaceutical Service Quality in UMP Dispensary. International Conference on Trends in Economics, Humanities and Management (ICTEHM’15), 1(1), 122–126. https://doi.org/10.15242/icehm.ed0315121
Olsson, E., Ingman, P., Ahmed, B., & Kälvemark Sporrong, S. (2014). Pharmacist-patient communication in Swedish community pharmacies. Research in Social and Administrative Pharmacy, 10(1), 149–155. https://doi.org/10.1016/j.sapharm.2013.03.001
Peter, P. J., & Olson, J. C. (2010). Consumer Behavior Marketing. In Mc Graw.
Rabbanee, F. K., Burford, O., & Ramaseshan, B. (2015). Does employee performance affect customer loyalty in pharmacy services? Journal of Service Theory and Practice, 25(6), 1–30.
Ringle, C. M., Sarstedt, M., Sinkovics, N., & Sinkovics, R. R. (2023). A perspective on using partial least squares structural equation modelling in data articles. Data in Brief, 48(1), 1–22. https://doi.org/10.1016/j.dib.2023.109074
Rosa, J., & De Muñoz, P. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis. Departamento de Administración y Economía de La Empresa, 1(1), 1–30.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling (Issue July). https://doi.org/10.1007/978-3-319-05542-8
Satyawati, S., & Berlianto, M. P. (2022). Antecedents and Consequences Effect of Patient Satisfaction in Xyz Hospital. The 2nd International Conference on Entrepreneurship (IConEnt) Sustainability Of Cultural Entrepreneurship, 1(1), 167–177. https://ojs.uph.edu/index.php/IConEnt/article/view/6194%0Ahttps://ojs.uph.edu/index.php/IConEnt/article/viewFile/6194/2797
Sekaran, & Bougie. (2016). Research Methods for Business: A skill. Building Approach (Edisi 5). New York : John wiley@Sons.
Sekaran, U., & Bougie, R. (2020). Research Methods for Business A Skill-Building Approach : Seventh Edition. United Kingdom:John Wiley & Sons Ltd.
Septiani, S., Putri Solin, A., Khairunnisa, S. A., Dinata, A. S., Siregar, S. W., & Agustina, D. (2023). Management of Medicines and Health Supplies Hospitals in Indonesia. Promotor, 6(6), 622–625. https://doi.org/10.32832/pro.v6i6.467
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322–2347. https://doi.org/10.1108/EJM-02-2019-0189
Surur, A. S., Teni, F. S., Girmay, G., Moges, E., Tesfa, M., & Abraha, M. (2015). Satisfaction of clients with the services of an outpatient pharmacy at a university hospital in northwestern Ethiopia: A cross-sectional study Health systems and services in low and middle income settings. BMC Health Services Research, 15(1), 1–8. https://doi.org/10.1186/s12913-015-0900-6
Uysal, B., & Yorulmaz, M. (2020). How Patient Loyalty Affects Patient Satisfaction. Athens Journal of Health and Medical Sciences, 7(1), 19–36. https://doi.org/10.30958/ajhms.7-1-2
Viglia, G., & Abrate, G. (2014). How social comparison influences reference price formation in a service context. Journal of Economic Psychology, 45(September), 168–180. https://doi.org/10.1016/j.joep.2014.09.003