THE INFLUENCE OF THE AVAILABILITY OF MEDICINES AND THE QUALITY OF PHARMACEUTICAL SERVICES ON THE SATISFACTION AND LOYALTY OF ROAD CARE PATIENTS IN PUSKESMAS BONTOSUNGGU DISTRICT OF SELAYAR ISLANDS
Abstract
This study aims to determine the effect of drug availability and quality of pharmaceutical services on the satisfaction and loyalty of outpatients at the Bontosunggu Community Health Center, Selayar Islands Regency. This research used a quantitative approach by taking a population of 38 patients at the Bontosunggu Community Health Center, Selayar Islands Regency. The data collection technique used questionnaire distribution, the sampling technique used purposive sampling with the Slovi formula, totaling 36 people, while the data analysis technique used path analysis. The results of the path test showed the influence of drug availability on satisfaction and in the second path test there was an influence of quality on satisfaction and in the third path test there was an influence of drug availability on loyalty, the influence of patient quality on loyalty and the influence of satisfaction on loyalty. As well as the results of the Sobel test, it was found that the influence of drug availability on satisfaction through loyalty and the influence of patient quality on satisfaction through loyalty. Based on the results of the study, there is still a need to improve drug inventory management, improve the quality of pharmaceutical services, hold regular training for pharmacy staff to improve communication skills. , Increasing patient satisfaction provides a comfortable and friendly environment for patients
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