The Role of Satisfaction for Pharmaceutical Service Assurance to Improve Patient Loyalty at Al Islam and Santo Yusup Hospital in Bandung
Journal Title: Indonesian Journal of Clinical Pharmacy - Year 2015, Vol 4, Issue 3
Abstract
Pharmacy is one of the main services in hospital because more than 90% health services using pharmacy supplies, therefore pharmaceutical service which is not qualified would bring disadvantage to hospital. The quality of pharmacy service would impact to satisfaction, and furthermore will affect loyalty. The aim of this study was to analyze the role of satisfaction from pharmaceutical service quality to improve loyalty out-patient care in Al Islam and Santo Yusup hospital in Bandung. This study used observational analytical with cross sectional approachment in September 2013 until May 2014. Questionnaire with Likert’s scale was used as the instrument of this study. Purposive sampling was used with 100 samples from InHealth Al Islam Hospital patient, 103 samples from InHealth Santo Yusup Hospital patient and 100 samples from general out-patient care from Al Islam Hospital in Bandung, analyzed with Structural Equation Model and Multivariate Analysis of Variance. The results showed that in Al Islam Hospital InHealth out-patient care satisfaction of tangibles, empathy, responsiveness, and assurance improving loyalty, in Santo Yusup Hospital InHealth out-patient care satisfaction of tangibles and responsiveness improving loyalty. On the other hand, in general out-patient care Al Islam Hospital satisfaction of tangibles, reliability, and assurance improving loyalty.
Authors and Affiliations
Dea A. A. Kurniasih, Anas Subarnas, Henni Djuhaeni
Keywords
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- EP ID EP357417
- DOI 10.15416/ijcp.2015.4.3.206
- Views 113
- Downloads 0
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