Building Patient Loyalty in Pharmacy Service: A Comprehensive Model
Keywords:
Patient loyalty, emotion, satisfaction, trust, hospital
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.
References
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Arab, M., Tabatabaei, S. G., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran. Iranian Journal of Public Health, 41(9), 71–77. https://doi.org/10.5539/gjhs.v7n1p1
Arimbawa, E., Suarjana, & Wijaya, G. (2014). Hubungan Pelayanan Kefarmasian dengan Kepuasan Konsumen Menggunakan Jasa Apotik di Kota Denpasar. Public Health and Preventive Medicine Archive, 2(2), 198–203.
Athavale, A. S., Banahan, B., Bentley, J. P., & West-strum, D. S. (2014). Antecedents and Consequences of Pharmacy Loyalty Behavior. International Journal of Pharmaceutical and Healthcare Marketing, 9(1), 36–55. https://doi.org/10.1108/IJPHM-02-2013-0003
Augusto, J., & Bastos, R. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis (pp. 1–30). pp. 1–30. Salamanca: Departamento de Administración y Economía de la Empresa.
Aziz, M. M., Ji, W., Masood, I., Farooq, M., Malik, M. Z., Chang, J., … Fang, Y. (2018). Patient satisfaction with community pharmacies services: A cross-sectional survey from Punjab; Pakistan. International Journal of Environmental Research and Public Health, 15(12). https://doi.org/10.3390/ijerph15122914
Bagozzi, R., & Yi, Y. (1991). Multitrait-Multimethod Matrices in Consumer Research. Journal of Consumer Research, 17(4), 426–439.
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research : Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The Missing Path To Gain Customers Loyalty In Pharmacy Retail: The Role Of The Store In Developing Satisfaction And Trust. Research in Social and Administrative Pharmacy, 12(5), 699–712. https://doi.org/10.1016/j.sapharm.2015.10.001
Chang, C., Woodside, A. G., Carroll, W. E., College, B., & Hill, C. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions’ influences on hospital loyalty. Journal of Services Marketing, 27(2), 91–103. https://doi.org/10.1108/08876041311309225
Chebat, J., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58, 664–673. https://doi.org/10.1016/j.jbusres.2003.09.005
Chiu, C.-M., Chang, C.-C., Cheng, H.-L., & Fang, Y.-H. (2009). Determinants of customer repurchase intention in online shopping. In Online Information Review (Vol. 33). https://doi.org/10.1108/14684520910985710
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality, 23(3), 188–204. https://doi.org/10.1108/09604521311312228
Darsono. (2012). Faktor Emosi dalam Perilaku Konsumen. Dharma Ekonomi, 19(36), 1–11.
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10(3), 269–281. https://doi.org/10.1177/1094670507310767
Dubé, L., Bélanger, M. C., & Trudeau, E. (1996). The role of emotions in health care satisfaction. Marketing Health Services, 16(2), 45–51.
Ehigie, B. O. (2006). Correlates of customer loyalty to their bank: A case study in Nigeria. International Journal of Bank Marketing, 24(7), 494–508. https://doi.org/10.1108/02652320610712102
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725–737. https://doi.org/10.1016/S0305-0483(00)00021-9
Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems, 4(October). https://doi.org/10.17705/1cais.00407
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik dan Aplikasi. Semarang: Badan Penerbit UNDIP.
Gupchup, G. V, Wolfgang, A. P., & Iii, J. T. (1996). Development of a Scale to Measure Directive Guidance by Pharmacists. The Annals of Pharmacotherapy, 30, 1369–1375.
Havlena, W. J., & Holbrook, M. B. (1986). The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior. Journal of Consumer Research, 13(3), 394. https://doi.org/10.1086/209078
Health Policy Plus. (2018). Pasar Sektor Kesehatan Swasta di Era JKN. Retrieved from http://www.healthpolicyplus.com/
Heryanto, I., Sidharta, I., & Mulyawan, A. (2016). Pharmaceutical service quality and loyalty at public hospital in bandung Indonesia. International Journal of PharmTech Research, 9(7), 154–160.
Insani, S. D., Hakim, L., & Widyaningrum, K. (2017). The Effect of Outpatient Pharmaceutical Service Quality on Patient Loyalty Through Patient Satisfaction of Karsa Husada General Hospital Batu. Journal of Applied Management, 15(4), 616–623.
Jani, D., & Han, H. (2011). Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting. International Journal of Contemporary Hospitality Management, 23(7), 1000–1018. https://doi.org/10.1108/09596111111167579
Juhana, D., Manik, E., Fabrinella, C., & Sidharta, I. (2015). Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia. IJABER, 13(6), 4305–4326.
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4–25. https://doi.org/10.1108/09604521011011603
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Khudair, I. F., & Hanssens, Y. I. (2010). Evaluation of patients’ knowledge on warfarin in outpatient anticoagulation clinics in a teaching hospital in Qatar. Saudi Med J, 31(6), 672–677.
Khudair, & Raza. (2013). Measuring Patients’ Satisfaction with Pharmaceutical Services at a Public Hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025
Kim, C. E., Shin, J., Lee, J., Lee, Y. J., Kim, M., Choi, A., … Ha, I. (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness : a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complementary and Alternative Medicine, 17(174), 1–12. https://doi.org/10.1186/s12906-017-1691-6
Kim, H. J., & Ruger, J. P. (2008). Pharmaceutical reform in South Korea and the lessons it provides. Health Affairs, 27(4), 260–269. https://doi.org/10.1377/hlthaff.27.4.w260
Kumar, Naveen, Jacob, Anil, & Thota. (2014). Impact of healthcare marketing and branding on hospital services. International Journal of Research Foundation of Hospital & Healthcare Administration, 2(1), 19–24.
Larson, L., Rovers, J., & Mackeigan, L. (2002). Patient Satisfaction With Pharmaceutical Care: Update of a Validated Instrument Patient. Journal of the American Pharmaceutical Association, 42(1), 44–50.
Laverie, D., Kleine, R., & Kleine, S. S. (1993). Linking emotions and values in consumption experiences: An exploratory study. Advances in Consumer Research, 20(2), 70–75.
Lee, T. (2005). The Impact of Perceptions of Interactivity on Customer Trust and Transaction Intentions in Mobile Commerce. Journal of Electronic Commerce Research, 6(3), 165–180.
Li, S. J., Huang, Y. Y., & Yang, M. M. (2011). How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions. Leadership in Health Services, 24(2), 91–105. https://doi.org/10.1108/17511871111125675
Lien, C. H., Wu, J. J., Chen, Y. H., & Wang, C. J. (2014). Trust transfer and the effect of service quality on trust in the healthcare industry. Managing Service Quality.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C. S. (2005). Beyond concern a privacy trust behavioral intention model of electronic commerce. Information and Management, 42, 289–304. https://doi.org/10.1016/j.im.2004.01.003
Mittal, B., & Lassar, W. M. (1998). Why do customers switch ? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12(3), 177–194.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81–101. Retrieved from http://www.jstor.org/stable/1252059
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20. https://doi.org/10.2307/1252308
Novaryatiin, S., Ardhany, S. D., & Aliyah, S. (2018). The Level of Patient Satisfaction to Pharmaceutical Service in Dr . Murjani Hospital Sampit. Borneo Journal of Pharmacy, 1(1), 22–26.
Panvelkar, P. N., Saini, B., & Armour, C. (2009). Measurement of Patient Satisfaction with Community Pharmacy: a Review. Pharm World Sci, 38(454), 525–537. https://doi.org/10.1007/s11096-009-9311-2
Ramli, A. H., & Sjahruddin, H. (2015). Building Patient Loyalty in Healthcare Services. International Review of Management and Business Research, 4(2), 391–401.
Rashid, W. E. W., & Jusoff, H. K. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), 471–482. https://doi.org/10.1108/09526860910975580
Sheth, J., & Parvatiyar, A. (1995). Relationship marketing in consumer market: antecedents and consequences. Journal of the Academy of Marketing Sciences, 23(4), 255–271.
Sumaedi, S., Mahatma, I. G., Bakti, Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2014). The Empirical Study on Patient Loyalty: The role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia). Clinical Governance: An International Journal, 19(3), 269–283. https://doi.org/10.1108/CGIJ-04-2014-0018
Tam, J. L. M. (2012). Linking Perceived Service Quality to Relational Outcomes in a Chinese Context. Journal of International Consumer Marketing, 24(1–2), 7–23. https://doi.org/10.1080/08961530.2012.650136
Tinelli, M., Blenkinsopp, A., & Bond, C. (2011). Development, Validation And Application Of A Patient Satisfaction Scale For A Community Pharmacy Medicines-Management Service. International Journal of Pharmacy Practice, 19(March), 144–155. https://doi.org/10.1111/j.2042-7174.2011.00110.x
Tosyali, H., Sutcu, C. S., & Tosyali, F. (2019). Patient Loyalty in the Hospital Patient Relationship: The Mediating Role of Social Media. Erciyes İletişim Dergisi, 6(1), 783–804.
Vinagre, H., & Neves, J. (2010). Emotional predictors of consumer’s satisfaction with healthcare public services. International Journal of Health Care, 23(2), 209–227. https://doi.org/10.1108/09526861011017111
Vinagre, M. H., & Neves, J. (2008). The influence of service quality and patients’ emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87–103. https://doi.org/10.1108/09526860810841183
Wen, C. H., Lan, L. W., & Cheng, H. L. (2005). Structural Equation Modeling to Determine Passenger Loyalty Toward Intercity Bus Services. Journal of Transportation Research Board, 1927, 249–255. https://doi.org/10.3141/1927-28
Westbrook, R. A., & Oliver, R. L. (1991). The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18(1), 84. https://doi.org/10.1086/209243
Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modeling in Practice : A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411–423.
Arab, M., Tabatabaei, S. G., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran. Iranian Journal of Public Health, 41(9), 71–77. https://doi.org/10.5539/gjhs.v7n1p1
Arimbawa, E., Suarjana, & Wijaya, G. (2014). Hubungan Pelayanan Kefarmasian dengan Kepuasan Konsumen Menggunakan Jasa Apotik di Kota Denpasar. Public Health and Preventive Medicine Archive, 2(2), 198–203.
Athavale, A. S., Banahan, B., Bentley, J. P., & West-strum, D. S. (2014). Antecedents and Consequences of Pharmacy Loyalty Behavior. International Journal of Pharmaceutical and Healthcare Marketing, 9(1), 36–55. https://doi.org/10.1108/IJPHM-02-2013-0003
Augusto, J., & Bastos, R. (2008). Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis (pp. 1–30). pp. 1–30. Salamanca: Departamento de Administración y Economía de la Empresa.
Aziz, M. M., Ji, W., Masood, I., Farooq, M., Malik, M. Z., Chang, J., … Fang, Y. (2018). Patient satisfaction with community pharmacies services: A cross-sectional survey from Punjab; Pakistan. International Journal of Environmental Research and Public Health, 15(12). https://doi.org/10.3390/ijerph15122914
Bagozzi, R., & Yi, Y. (1991). Multitrait-Multimethod Matrices in Consumer Research. Journal of Consumer Research, 17(4), 426–439.
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research : Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The Missing Path To Gain Customers Loyalty In Pharmacy Retail: The Role Of The Store In Developing Satisfaction And Trust. Research in Social and Administrative Pharmacy, 12(5), 699–712. https://doi.org/10.1016/j.sapharm.2015.10.001
Chang, C., Woodside, A. G., Carroll, W. E., College, B., & Hill, C. (2013). Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions’ influences on hospital loyalty. Journal of Services Marketing, 27(2), 91–103. https://doi.org/10.1108/08876041311309225
Chebat, J., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58, 664–673. https://doi.org/10.1016/j.jbusres.2003.09.005
Chiu, C.-M., Chang, C.-C., Cheng, H.-L., & Fang, Y.-H. (2009). Determinants of customer repurchase intention in online shopping. In Online Information Review (Vol. 33). https://doi.org/10.1108/14684520910985710
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality, 23(3), 188–204. https://doi.org/10.1108/09604521311312228
Darsono. (2012). Faktor Emosi dalam Perilaku Konsumen. Dharma Ekonomi, 19(36), 1–11.
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10(3), 269–281. https://doi.org/10.1177/1094670507310767
Dubé, L., Bélanger, M. C., & Trudeau, E. (1996). The role of emotions in health care satisfaction. Marketing Health Services, 16(2), 45–51.
Ehigie, B. O. (2006). Correlates of customer loyalty to their bank: A case study in Nigeria. International Journal of Bank Marketing, 24(7), 494–508. https://doi.org/10.1108/02652320610712102
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725–737. https://doi.org/10.1016/S0305-0483(00)00021-9
Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems, 4(October). https://doi.org/10.17705/1cais.00407
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik dan Aplikasi. Semarang: Badan Penerbit UNDIP.
Gupchup, G. V, Wolfgang, A. P., & Iii, J. T. (1996). Development of a Scale to Measure Directive Guidance by Pharmacists. The Annals of Pharmacotherapy, 30, 1369–1375.
Havlena, W. J., & Holbrook, M. B. (1986). The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior. Journal of Consumer Research, 13(3), 394. https://doi.org/10.1086/209078
Health Policy Plus. (2018). Pasar Sektor Kesehatan Swasta di Era JKN. Retrieved from http://www.healthpolicyplus.com/
Heryanto, I., Sidharta, I., & Mulyawan, A. (2016). Pharmaceutical service quality and loyalty at public hospital in bandung Indonesia. International Journal of PharmTech Research, 9(7), 154–160.
Insani, S. D., Hakim, L., & Widyaningrum, K. (2017). The Effect of Outpatient Pharmaceutical Service Quality on Patient Loyalty Through Patient Satisfaction of Karsa Husada General Hospital Batu. Journal of Applied Management, 15(4), 616–623.
Jani, D., & Han, H. (2011). Investigating the key factors affecting behavioral intentions: Evidence from a full-service restaurant setting. International Journal of Contemporary Hospitality Management, 23(7), 1000–1018. https://doi.org/10.1108/09596111111167579
Juhana, D., Manik, E., Fabrinella, C., & Sidharta, I. (2015). Empirical study on patient satisfaction and patient loyalty on public hospital in Bandung, Indonesia. IJABER, 13(6), 4305–4326.
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4–25. https://doi.org/10.1108/09604521011011603
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Khudair, I. F., & Hanssens, Y. I. (2010). Evaluation of patients’ knowledge on warfarin in outpatient anticoagulation clinics in a teaching hospital in Qatar. Saudi Med J, 31(6), 672–677.
Khudair, & Raza. (2013). Measuring Patients’ Satisfaction with Pharmaceutical Services at a Public Hospital in Qatar. International Journal of Health Care Quality Assurance, 26(5), 398–419. https://doi.org/10.1108/IJHCQA-03-2011-0025
Kim, C. E., Shin, J., Lee, J., Lee, Y. J., Kim, M., Choi, A., … Ha, I. (2017). Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness : a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complementary and Alternative Medicine, 17(174), 1–12. https://doi.org/10.1186/s12906-017-1691-6
Kim, H. J., & Ruger, J. P. (2008). Pharmaceutical reform in South Korea and the lessons it provides. Health Affairs, 27(4), 260–269. https://doi.org/10.1377/hlthaff.27.4.w260
Kumar, Naveen, Jacob, Anil, & Thota. (2014). Impact of healthcare marketing and branding on hospital services. International Journal of Research Foundation of Hospital & Healthcare Administration, 2(1), 19–24.
Larson, L., Rovers, J., & Mackeigan, L. (2002). Patient Satisfaction With Pharmaceutical Care: Update of a Validated Instrument Patient. Journal of the American Pharmaceutical Association, 42(1), 44–50.
Laverie, D., Kleine, R., & Kleine, S. S. (1993). Linking emotions and values in consumption experiences: An exploratory study. Advances in Consumer Research, 20(2), 70–75.
Lee, T. (2005). The Impact of Perceptions of Interactivity on Customer Trust and Transaction Intentions in Mobile Commerce. Journal of Electronic Commerce Research, 6(3), 165–180.
Li, S. J., Huang, Y. Y., & Yang, M. M. (2011). How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions. Leadership in Health Services, 24(2), 91–105. https://doi.org/10.1108/17511871111125675
Lien, C. H., Wu, J. J., Chen, Y. H., & Wang, C. J. (2014). Trust transfer and the effect of service quality on trust in the healthcare industry. Managing Service Quality.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C. S. (2005). Beyond concern a privacy trust behavioral intention model of electronic commerce. Information and Management, 42, 289–304. https://doi.org/10.1016/j.im.2004.01.003
Mittal, B., & Lassar, W. M. (1998). Why do customers switch ? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12(3), 177–194.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81–101. Retrieved from http://www.jstor.org/stable/1252059
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20. https://doi.org/10.2307/1252308
Novaryatiin, S., Ardhany, S. D., & Aliyah, S. (2018). The Level of Patient Satisfaction to Pharmaceutical Service in Dr . Murjani Hospital Sampit. Borneo Journal of Pharmacy, 1(1), 22–26.
Panvelkar, P. N., Saini, B., & Armour, C. (2009). Measurement of Patient Satisfaction with Community Pharmacy: a Review. Pharm World Sci, 38(454), 525–537. https://doi.org/10.1007/s11096-009-9311-2
Ramli, A. H., & Sjahruddin, H. (2015). Building Patient Loyalty in Healthcare Services. International Review of Management and Business Research, 4(2), 391–401.
Rashid, W. E. W., & Jusoff, H. K. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), 471–482. https://doi.org/10.1108/09526860910975580
Sheth, J., & Parvatiyar, A. (1995). Relationship marketing in consumer market: antecedents and consequences. Journal of the Academy of Marketing Sciences, 23(4), 255–271.
Sumaedi, S., Mahatma, I. G., Bakti, Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2014). The Empirical Study on Patient Loyalty: The role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia). Clinical Governance: An International Journal, 19(3), 269–283. https://doi.org/10.1108/CGIJ-04-2014-0018
Tam, J. L. M. (2012). Linking Perceived Service Quality to Relational Outcomes in a Chinese Context. Journal of International Consumer Marketing, 24(1–2), 7–23. https://doi.org/10.1080/08961530.2012.650136
Tinelli, M., Blenkinsopp, A., & Bond, C. (2011). Development, Validation And Application Of A Patient Satisfaction Scale For A Community Pharmacy Medicines-Management Service. International Journal of Pharmacy Practice, 19(March), 144–155. https://doi.org/10.1111/j.2042-7174.2011.00110.x
Tosyali, H., Sutcu, C. S., & Tosyali, F. (2019). Patient Loyalty in the Hospital Patient Relationship: The Mediating Role of Social Media. Erciyes İletişim Dergisi, 6(1), 783–804.
Vinagre, H., & Neves, J. (2010). Emotional predictors of consumer’s satisfaction with healthcare public services. International Journal of Health Care, 23(2), 209–227. https://doi.org/10.1108/09526861011017111
Vinagre, M. H., & Neves, J. (2008). The influence of service quality and patients’ emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87–103. https://doi.org/10.1108/09526860810841183
Wen, C. H., Lan, L. W., & Cheng, H. L. (2005). Structural Equation Modeling to Determine Passenger Loyalty Toward Intercity Bus Services. Journal of Transportation Research Board, 1927, 249–255. https://doi.org/10.3141/1927-28
Westbrook, R. A., & Oliver, R. L. (1991). The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18(1), 84. https://doi.org/10.1086/209243
Published
2021-06-28
How to Cite
pribadi, prasojo, Satibi, Susi Ari Kristina, & Suci Paramitasari Syahlani. (2021). Building Patient Loyalty in Pharmacy Service: A Comprehensive Model. Indonesian Journal of Pharmacy, 32(2), 241-250. https://doi.org/10.22146/ijp.1326
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Research Article
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