Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between cu...

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Autores principales:	prasojo pribadi, Satibi, Susi Ari Kristina, Suci Paramitasari Syahlani
Formato:	article
Lenguaje:	EN
Publicado:	Universitas Gadjah Mada 2021
Materias:	patient loyalty, emotion, satisfaction, trust, hospital Pharmacy and materia medica RS1-441
Acceso en línea:	https://doaj.org/article/26103bc9587947f8960db12f7bd105da
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spelling	oai:doaj.org-article:26103bc9587947f8960db12f7bd105da2021-11-15T06:08:46ZBuilding Patient Loyalty in Pharmacy Service: A Comprehensive Model2338-94272338-948610.22146/ijp.1326https://doaj.org/article/26103bc9587947f8960db12f7bd105da2021-06-01T00:00:00Zhttps://jurnal.ugm.ac.id/v3/IJP/article/view/1326https://doaj.org/toc/2338-9427https://doaj.org/toc/2338-9486The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between customers and service providers The purpose of this study was to explore the mechanism of pharmacy services, patient emotions, satisfaction and trust in influencing patient loyalty. In addition, determines the mediating role of emotional factors, satisfaction and trust. A cross sectional survey has been conducted in outpatient department. The purposive sampling method were used in this study. A total of 300 respondents from six referral hospitals were interviewed. The partial least square-structural equation modelling (PLS-SEM) approach were performed to data analysis. Pharmacy service has a significant effect on positive emotions, satisfaction and trust. The satisfaction has a positive effect on trust and patient loyalty. Trust has a significant influence on patient loyalty. Positive emotions has a positive effect on patient loyalty. Furthermore, positive emotions, satisfaction and trust have a full mediating role. The satisfaction has a partial mediating effect in the relationship between pharmacy service and trust. Trust has a partial mediating effect in the relationship between satisfaction and patient loyalty. Pharmaceutical services have an indirect effect on patient loyalty. These findings emphasize the importance of the pharmaceutical services contribution in building relationships with patients.prasojo pribadiSatibiSusi Ari KristinaSuci Paramitasari SyahlaniUniversitas Gadjah Madaarticlepatient loyalty, emotion, satisfaction, trust, hospitalPharmacy and materia medicaRS1-441ENIndonesian Journal of Pharmacy, Pp 241-250 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient loyalty, emotion, satisfaction, trust, hospital Pharmacy and materia medica RS1-441
spellingShingle	patient loyalty, emotion, satisfaction, trust, hospital Pharmacy and materia medica RS1-441 prasojo pribadi Satibi Susi Ari Kristina Suci Paramitasari Syahlani Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
description	The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between customers and service providers The purpose of this study was to explore the mechanism of pharmacy services, patient emotions, satisfaction and trust in influencing patient loyalty. In addition, determines the mediating role of emotional factors, satisfaction and trust. A cross sectional survey has been conducted in outpatient department. The purposive sampling method were used in this study. A total of 300 respondents from six referral hospitals were interviewed. The partial least square-structural equation modelling (PLS-SEM) approach were performed to data analysis. Pharmacy service has a significant effect on positive emotions, satisfaction and trust. The satisfaction has a positive effect on trust and patient loyalty. Trust has a significant influence on patient loyalty. Positive emotions has a positive effect on patient loyalty. Furthermore, positive emotions, satisfaction and trust have a full mediating role. The satisfaction has a partial mediating effect in the relationship between pharmacy service and trust. Trust has a partial mediating effect in the relationship between satisfaction and patient loyalty. Pharmaceutical services have an indirect effect on patient loyalty. These findings emphasize the importance of the pharmaceutical services contribution in building relationships with patients.
format	article
author	prasojo pribadi Satibi Susi Ari Kristina Suci Paramitasari Syahlani
author_facet	prasojo pribadi Satibi Susi Ari Kristina Suci Paramitasari Syahlani
author_sort	prasojo pribadi
title	Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
title_short	Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
title_full	Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
title_fullStr	Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
title_full_unstemmed	Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
title_sort	building patient loyalty in pharmacy service: a comprehensive model
publisher	Universitas Gadjah Mada
publishDate	2021
url	https://doaj.org/article/26103bc9587947f8960db12f7bd105da
work_keys_str_mv	AT prasojopribadi buildingpatientloyaltyinpharmacyserviceacomprehensivemodel AT satibi buildingpatientloyaltyinpharmacyserviceacomprehensivemodel AT susiarikristina buildingpatientloyaltyinpharmacyserviceacomprehensivemodel AT suciparamitasarisyahlani buildingpatientloyaltyinpharmacyserviceacomprehensivemodel
_version_	1718428541007167488

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

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