Abstract
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.
Highlights
The high volume of prescriptions shows an increase in demand for pharmaceutical services, it is reported that 80% of patients who visit puskesmas get pharmaceutical services (Insani et al, 2017; Kim and Ruger, 2008)
The interesting findings from the results showed that positive emotions were influenced by pharmacy service and it affected patient loyalty
This study discovered that pharmacy service has a significant effect on positive emotions, satisfaction, and trust
Summary
The high volume of prescriptions shows an increase in demand for pharmaceutical services, it is reported that 80% of patients who visit puskesmas get pharmaceutical services (Insani et al, 2017; Kim and Ruger, 2008). The pharmacy department plays a crucial role in the final process of healthcare, thereby shifting the paradigm of the conventional function of pharmaceutical services from drug supply to become patient-centered care. This service is an essential aspect of developing patient-care provider relationships, which is a popular indicator of healthcare quality (Insani et al, 2017; Khudair and Raza, 2013). Most of the empirical investigations proved a positive relationship between service quality perceptions, satisfaction and loyalty (Arab et al, 2012; Kim et al, 2017; Sumaedi et al, 2014). The manner of delivering quality pharmacy access and services can strengthen patient loyalty to the hospital
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