Pharmacy Service Quality for Pharmacy Customer Satisfaction, Trust, and Loyalty

Abstract

Teddy Chandra, Layla Hafni, Gressy Novita

The Indonesian government has been working towards improving the healthcare sector. The process entails supporting both private and public healthcare facilities and enacting policies that can improve the quality of services delivered to patients. The pharmacy sector plays a critical part in the delivery of health services. Pharmacists work with other healthcare practitioners, such as doctors and nurses, to assist patients in recovering from various illnesses affecting them. However, patients also expect that the pharmacists will take proactive measures to improve the quality of services given to users. The current study aimed to examine the link between pharmacy service quality and customer satisfaction, trust, and quality. The current study was done in Pekanbaru, Indonesia. The study population consisted of 350 who use pharmaceutical services in the region. The participants were randomly selected to take part in the study. The data was collected through the use of an online survey. Thematic analysis approach was used to identify major themes that could be used to answer the formulated research questions. The data collected from the respondents showed that there was a significant and positive relationship between pharmacy service quality and the three elements of patient outcomes. In particular, the results showed that high-quality services led to increased levels of patient satisfaction, trust, and loyalty. Facilities that provide pharmacy services should strive to improve service quality to improve patient outcomes. In addition, further studies should also be done to examine the degree to which pharmacy service quality affects patient satisfaction, trust, and loyalty at the national level.