The Influence of Pharmaceutical Service Quality and Satisfaction on Patient Loyalty at RSKDIA Siti Fatimah and RSIA Paramount Makassar

Abstract

Hospitals are an integral part of the health care system, where the pharmaceutical installation plays an important role in supporting service quality. Quality pharmaceutical services can improve patient satisfaction and loyalty. This study aims to analyze the effect of service quality on patient satisfaction and loyalty, and to see the mediating role of satisfaction in the relationship. The study was conducted quantitatively with the Structural Equation Modeling–Partial Least Square (SEM-PLS) approach using SmartPLS 4.0. The research locations were RSKDIA Siti Fatimah and RSIA Paramount Makassar, with a population of outpatients of the pharmaceutical installation in 2023. Data collection was carried out through questionnaires and interviews, with a sample of some patients from the total population. The results showed that service quality had a direct and significant effect on patient loyalty, with a greater contribution at RSIA Paramount. Service quality also affected patient satisfaction, and satisfaction had a significant role in mediating the relationship between service quality and loyalty. SERVQUAL dimensions such as reliability, responsiveness, assurance, empathy, and physical aspects are the main determining factors in creating satisfaction. The implementation of the patient-centered care approach has been proven to increase positive patient experiences. In conclusion, improving the quality of comprehensive pharmaceutical services is very important in shaping patient satisfaction and loyalty in hospitals, especially in primary care facilities.