| Penulis/Author |
PRASOJO PRIBADI (1); Prof. Dr. Susi Ari Kristina, S.Farm., M.Kes., Apt. (2); Dr. Ir. Suci Paramitasari Syahlani, MM., IPM (3); Prof. Dr. Satibi, S.Si., M.Si. Apt. (4) |
| Abstrak/Abstract |
The function of pharmaceutical services has been broadened to become patient-centered carethat 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’sloyalty.A cross-sectional survey wasconducted in the outpatient department (OPD)from six referral hospitals.The purposivesampling method was used in this study, with inclusion criteria: patients over 17 years old, volunteeredto 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). Positiveemotions hasa 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 hasan 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. |
