Abstract :

The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. This study aims to examine the influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement as intervening variables in the Family of Patients Installed in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study was 118 people, data was taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of the study explained that the Total Service Quality Strategy (TQS) had a positive and significant effect on patient satisfaction, Pharmacy Service Quality had a positive and significant effect on patient satisfaction, the Total Service Quality Strategy (TQS) had a positive and significant effect on patient family involvement, Pharmacy Service Quality has a positive and significant influence on patient family involvement, Patient satisfaction has a positive and significant influence on patient family involvement, patient satisfaction mediates the influence of Total Service Quality Strategy (TQS) on patient family involvement, Patient satisfaction mediates the influence of service quality pharmacy towards the involvement of patient families in the BLUD pharmacy installation at Tamiang Layang Regional General Hospital, East Barito Regency.

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Keywords :

Patient Family Involvement, Patient Satisfaction, Pharmacy, Service Quality, Total Quality Service.

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