| Penulis/Author |
PRASOJO PRIBADI (1); Dr. Ir. Suci Paramitasari Syahlani, MM., IPM (2); Prof. Dr. Susi Ari Kristina, S.Farm., M.Kes., Apt. (3); Prof. Dr. Satibi, S.Si., M.Si. Apt. (4) |
| Abstrak/Abstract |
The function of pharmaceutical services has been broadened to
become patient-centered care that emphasize building relationships
between patients and service providers. Furthermore, loyalty indicate a
powerful and positive connection between customers and service provider.
This study aims to examine the mechanism of pharmacy services, patient
emotions, satisfaction, and trust in influencing patient’s loyalty. A crosssectional survey was conducted in the outpatient department (OPD)from six
referral hospitals. The purposive sampling method was used in this study,
with inclusion criteria: patients over 17 years old, volunteered to be a
respondent, as well as using pharmacy service experience at least three
times. A total 300 usable responses were obtained. Self-administered
questionnaire method was utilized. The partial least square-structural
equation modeling (PLS-SEM) approach was performed for data analysis.
The results showed that pharmacy service has a significant effect on
emotions, satisfaction, and trust (p<0.05). Patient satisfaction has a positive
effect on trust and loyalty (p<0.05). While trust has a significant influence on
patient loyalty (p<0.05). Positive emotions has a positive effect on patient
loyalty. Furthermore, positive emotions, satisfaction, and trust has a fully
mediating role. The association between pharmacy service and trust is
partially mediated by satisfaction. Trust has a partial mediating effect on the
relationship between satisfaction and patient loyalty. In addition, pharmacy
services has an indirect effect on patient loyalty. Pharmacists have a
professional and ethical obligation to assess the patient's requirements and
condition holistically, taking into account emotional, psychological, social,
and biological factors. Pharmacists can employ practical ways to promote
patient-centered communication, engage patients in their treatment, and
foster the formation of a pharmacist-patient relationship based on mutual
respect, this leads to a common knowledge of all the issues, goals, and
challenges to therapy management.
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