Article Sidebar

Download
PDF
Statistic
Read Counter : 326 Download : 92

Downloads

Download data is not yet available.

Main Article Content

Abstract

This paper examines the impact of perceived waiting time and the delivery of medication information on word of mouth, mediated by patient satisfaction, at RSUD Beriman Balikpapan. Improving pharmaceutical services, including reducing waiting times and enhancing information delivery, is crucial for patient satisfaction and hospital reputation. This study investigates whether patients' perceptions of waiting times and medication information delivery affect their satisfaction and subsequently their likelihood to engage in word of mouth promotion. This research addresses the gap in understanding how specific aspects of pharmaceutical service quality influence word of mouth through patient satisfaction, a topic not extensively studied in the context of Indonesian public hospitals. A quantitative approach was employed, using primary data from questionnaires distributed to 130 outpatients at RSUD Beriman Balikpapan. Purposive sampling was used, and the data were analyzed using variance-based SEM (PLS) with SMART PLS 3.0. The analysis revealed that perceived waiting time and medication information delivery significantly and positively influence word of mouth, mediated by patient satisfaction. All five hypotheses were supported, with t-statistic values exceeding 1.96 and p-values below 0.05. The study concludes that improving perceived waiting time and medication information delivery enhances patient satisfaction, leading to increased word of mouth promotion. This suggests that hospitals should focus on these aspects to improve overall service quality and patient advocacy.

Keywords

Waiting Time Medication Information Word of Mouth Patient Satisfaction Quantitative Research

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Rozet, S. J. A., Patiro, S. P. S., Mindarti, C. S., Rekarti, E., Yusriani, S., & Muzhaffar, H. Z. (2024). The Influence of Perceived Waiting Time and Medication Information on Word of Mouth Mediated by Patient Satisfaction. Ilomata International Journal of Management, 5(3), 859-873. https://doi.org/10.61194/ijjm.v5i3.1200

References

  1. Akbolat, M., Sezer, C., Unal, O., & Amarat, M. (2021). The Mediating Role Of Patient Satisfaction In The Effect Of Patient Visit Experiences On Word-Of Mouth Intention. Health Marketing Quarterly, 38(1), 12–22.
  2. Badriya, L. (2021). Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian di Apotek Bareng Kota Malang. Universitas Islam Negeri Maulana Malik Ibrahim.
  3. Bambamba, Â., Bambamba, J., Escobar, S., Ferreira, G., Piresorcid, P., & Langa, E. (2022). Patient Satisfaction Related to Their Eye Health Examination at Lúrio University Clinic in Nampula, Mozambique during COVID-19. Open Journal of Ophthalmology, 12(1), 22–33.
  4. Cahyani, D. A. N. (2024). Eksplorasi Kepuasan Pasien: Analisis Dampaknya Terhadap Niat Kunjungan Ulang dan Word of Mouth Pada Rumah Sakit Graha Husada Jepara. Manajemen Dan Bisnis, 6(1), 11–19.
  5. Ekadipta, A. M. (2019). The Effect of the Quality of Drug Information Service on Patient Satisfaction Level in BPJS Out Patient Installation of Siloam Hospital Kebon Jeruk. International Journal of Applied Science, 1(3), 18–29.
  6. Ekadipta, Zuhriyanto, M., & Nurahayu, S. (2022). Evaluasi Waktu Tunggu Resep Obat Terhadap Kepuasan Pasien Rawat Jalan di Instalasi Farmasi Rumah Sakit Assyifa Kota Tangerang. Jurnal Ilmu Farmasi Dan Farmasi Klinik (JIFFK), 19(1), 40–45.
  7. Gelayee, D. A., Mekonnen, G. B., & Birarra, M. K. (2017). The Needs and Resources of Drug Information at Community Pharmacies in Gondar Town, Northwest Ethiopia. Biomed Res Int.
  8. Hair, J., Hult, G. T. M., & Ringle, C. M. (2014). A Primer on Partial Least Square Structural Equation Modeling (PLS-SEM). SAGE Publications.
  9. Janah, S. F. (2017). Hubungan Antara Waktu Tunggu Pelayanan Obat dengan Kepuasan Pasien di Instalasi Farmasi Rawat Jalan RSUD Kota Madiun. JMPF, 8(1), 18–23.
  10. Kautsar A, P., Nurhayati, N. R., & Gozali, D. (2017). Effect of Prescription Waiting Time on Patient Satisfaction Mediated by Service Quality of Pharmacy unit in Public Hospital in Bandung City. Natl J Physiol Pharm Pharmacol, 7(11), 1230–1234.
  11. Kebede, H., Tsehay, T., Necho, M., & Zenebe, Y. (2021). Patient Satisfaction Towards Outpatient Pharmacy Services and Associated Factors at Dessie Town Public Hospitals, South Wollo, North-East Ethiopia. Patient Prefer Adherence, 22(15), 87–97. https://doi.org/10.2147/PPA.S287948
  12. Peraturan Menteri Kesehatan Nomor 72 Tahun 2016 Tentang Standar Pelayanan Kefarmasian di Apotek, (2016).
  13. Kenre, I. (2022). Bahan Ajar Ilmu Komunikasi Farmasi (Pelayanan Informasi Obat dan Konseling Edukasi pasien). Jurnal Manajemen Dan Pemasaran Jasa, 11, 1–16.
  14. Kotler, P., & Armstrong, G. (2018). Principle of Marketing (17e Global). Pearson Education Limited.
  15. Kotler, P., & Keller, K. L. (2021). Manajemen Pemasaran (12th ed.). Erlangga.
  16. Maharani, E. A., & Mutmainah, M. (2019). Hubungan antara Waktu Tunggu dengan Kepuasan pasien Rawat Jalan di Instalasi Farmasi RSUD Pandan Arang Boyolali. 13–25.
  17. Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. J Retail Consum Serv, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
  18. Muharni, S. (2023). Tingkat Kepuasan Responden Terhadap Pemberian Informasi Obat di Apotek Mandiri Smart Kota Pekanbaru. Lumbung Farmasi; Jurnal Ilmu Kefarmasian, 4(1).
  19. Muhlis, S. (2021). Pengaruh Loyalitas Merek, kepuasan pelanggan dan Kepercayaan Merek terhadap Word of Mouth.
  20. Muninjaya, A. G. (2015). Manajemen Mutu Pelayanan Kesehatan (2nd ed.). EGC.
  21. Ndibuagu, E. O., Omotowo, B. I., & Chime, O. H. (2020). Patients Satisfaction with Waiting Time and Attitude of Health Workers in the General Outpatient Department of a State Teaching Hospital, Enugu State, Nigeria.
  22. Okoloagu, N., & Ndibuagu, N. (2023). Patients’ Perception and Satisfaction with Waiting Time, and Facilities Available in a State Teaching Hospital Eye Clinic, Southeast, Nigeria.
  23. Patiro, S. P. S., Hendrian, H., Damayanty, P., Kurniawan, R., & Sasmita, S. A. (2023). Quality of Services At RSUD X, Emotions And Satisfaction Of Covid-19 Patients. Kontigensi: Jurnal Ilmiah Manajemen, 11(2), 556–576.
  24. Prasetya, F., Saifuddin, D. T., & Yuniar, N. (2020). Patient’s Perception of Waiting Time in the Outpatient Unit at the Kendari Regional Public Hospital. International Journal of Scientific & Engineering Research.
  25. Rahmah, M. (2022). Hubungan Waktu Tunggu Pelayanan Rawat Jalan Dengan Kepuasan Pasien terhadap Pelayanan Poliklinik Jiwa di RSUD Brigjend H. Hassan Basry.
  26. Rahmi, A. (2022). Pengaruh Kualitas Pelayanan Informasi Obat Oleh Apoteker Terhadap Kepuasan Pasien Pada Puskesmas dan Klinik di Kota Pekanbaru. Universitas Andalas.
  27. Ruliati, A. R. (2022). Pengaruh Fasilitas dan Harga terhadap Word of Mouth melalui Kepuasan Sebagai Variabel Intervening pada Rumah Sakit Islam Fatimah Banyuwangi. Universitas Muhammadiyah Jember.
  28. Saleh, M., Tamzah, H., & Ferial, E. (2018). Pengaruh Ekspektasi, Persepsi, Kualitas Pelayanan terhadap Kepuasan Pasien Ruang Rawat Inap Rumah Sakit Bhayangkara Makassar. Jurnal Mirai Management, 3(1).
  29. Siripipatthanakul, S. (2021). Service Quality, Patient Satisfaction, Word-of-Mouth, and Revisit Intention, In A Dental Clinic, Thailand. International Journal of Trend in Scientific Research and Development (IJTRSD), 5(5), 832–841.
  30. Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatig, dan R&D. Alfabeta.
  31. Sulo, H. R. (2020). Hubungan Pemberian Informasi Obat dan Waktu Tunggu Terhadap Kepuasan Pasien di Instalasi Farmasi Rumah Sakit X Kota Samarinda. Sainstech Farma, 13(2), 73–79.
  32. Sutrisnawati, N. K. A. B. (2023). Pengaruh Pemberian Informasi Obat terhadap Kepuasan Pasien Serta Faktor Pengganggu di Padangsambian, Bali. JMPF, 13(4), 295–306.
  33. Wulandari, P. (2020). Hubungan Waktu Tunggu Terhadap Kepuasan Pasien di Puskesmas X Kota Jambi. Jurnal Ilmiah Manusia Dan Kesehatan, 3(2), 265–269.
  34. Yusriani, S., Patiro, S., & Utomo, K. (2024). The Role of Social Norms in Shaping Normative Beliefs and Forming Subjective Norms for Predicting Fitness Mania Intention to Consume Amino 2000 Supplements in Indonesia: A Mixed Method Approach. 14th International Conference on Industrial Engineering and Operations Management. https://doi.org/10.46254/AN14.20240404
  35. Zhang, H., Ma, W., Zhou, S., Zhu, J., Wang, L., & Zhang, M. (2023). Effect of Waiting Time on Patient Satisfaction in Outpatient: An Empirical Investigation. Medicine (Baltimore), 102(40), 2–12.