Abstract
Background: Pharmacists communication skills are needed in pharmaceutical services because they can improve service quality by building good relationships with patients. This good relationship can build trust and patients’ loyalty to pharmacists. Objectives: This study aims to determine the effect of communication skills directly on loyalty or indirectly by having to gain trust first. Methods: This study used a cross sectional design with purposive sampling data collection method using questionnaires to respondents from the Baturraden District community aged 18-55 years and receiving pharmaceutical services by pharmacists at the Banyumas district pharmacy in the last 3 months. The questionnaire consisted of a questionnaire on the communication skills of pharmacists in Banyumas and a questionnaire on the level of trust and loyalty of the people of Baturraden District which was adjusted based on a literature review. Data collection was carried out in July 2021 - August 2021 by distributing online questionnaires through google forms and offline by visiting respondents directly. Data were analyzed using classical assumption test and path analysis accompanied by Sobel test to determine the effect between variables. Communication skills, level of trust, and level of loyalty were categorized into high/good, moderate/fair, low/less based on the quartile value of the data. Results: The study involved 106 respondents, with communication skills of pharmacists in Banyumas considered quite good (76.41%), while the level of trust and loyalty of the people of Baturraden was rated moderate (66.98% and 71.7%). Pharmacist communication skills have a positive and significant indirect effect on loyalty through trust as an intervening variable (β = 0.647; 0.607; p-value <0.05; z score = 4.611). However, it is not directly significant to the level of loyalty (β = 0.049; p-value > 0.05). Conclusion: The results show that loyalty is influenced by the communication skills of the pharmacist if the pharmacist gets the trust of the people.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
