Articles

Service Quality and Patient Satisfaction in Pharmacy Settings: A Systematic Review Using SERVQUAL Dimensions

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Background: Service quality is a fundamental determinant of patient satisfaction in pharmacy services. SERVQUAL, consisting of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, is widely applied; however, the magnitude and consistency of its association with satisfaction vary by context. Objective: To synthesize available evidence on the relationship between SERVQUAL dimensions and patient satisfaction in hospital and community pharmacy settings amid growing digital healthcare adoption. Methods: This systematic review followed PRISMA 2020 guidelines. A total of 8,225 records were screened from Google Scholar and PubMed. Twelve quantitative studies conducted between 2017–2025 met inclusion criteria. The JBI Cross-Sectional Critical Appraisal Checklist was applied to assess methodological rigor. Results: All studies showed positive satisfaction outcomes, but predictive power varied across settings. In community pharmacies, medicine supply, environment, and communication were dominant satisfaction predictors. Meanwhile, reliability, assurance, and empathy were most influential in hospital pharmacies. Several studies reported non-significant effects for responsiveness and tangibles, indicating expectation–performance discrepancies and contextual constraints. Digital service readiness appears to influence patient experience but is rarely assessed using SERVQUAL. Conclusion: SERVQUAL remains a robust predictor of pharmacy service satisfaction; however, its impact is context-dependent. Strategic integration of SERVQUAL into digital transformation processes such as electronic prescriptions, automated dispensing, and digital queue systems will be essential to maintain quality and patient-centered outcomes.

The Influence of Patient Satisfaction and Brand Image on Patient Loyalty with Patient Trust as a Mediator at Anna Medika Hospital

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In the era of digitalization and globalization, service quality has become one of the most critical aspects of a healthcare institution’s success, such as a hospital. High patient satisfaction significantly influences repeat visit frequency when patients require further treatment. Moreover, if patients experience positive outcomes after receiving care at a hospital, it becomes their primary choice for future medical needs due to the trust and loyalty built toward the healthcare provider. This study aims to analyze the influence of patient satisfaction and brand image on patient loyalty, with patient trust as a mediating variable at Anna Medika Hospital.

This quantitative research employs Partial Least Squares Structural Equation Modeling (PLS-SEM) with a sample of 120 inpatients. Data were collected through questionnaires and analyzed using SmartPLS 4.0.

The results show that patient satisfaction and brand image significantly affect patient trust (β = 0.465 and β = 0.404, respectively). Patient trust mediates the effect of satisfaction on loyalty (β = 0.274; *p* < 0.05) but is not a significant mediator between brand image and loyalty (*p* = 0.077).

Patient trust plays a crucial role in transforming satisfaction into loyalty, while brand image directly influences loyalty without mediation by trust.

Factors Affecting Inpatient Satisfaction in Hospitals: A Literature Review

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Patient satisfaction is one of the indicators that must be considered in healthcare services. The level of patient satisfaction can reflect the quality of service, which impacts healthcare services in increasing the number of patient visits. This study aims to review articles or journals resulting from research on factors influencing inpatient satisfaction in hospitals. The method used in this study is a literature review sourced from the Google Scholar and PubMed databases for the period 2020-2025. The selection of literature was carried out based on inclusion and exclusion criteria determined by the researchers. This review stage includes identifying research problems, searching for literature, presenting data, and evaluating data. Based on the collected journals, it was found that the patient characteristics influencing patient satisfaction are age, education, occupation, education, gender, and distance of residence. The dimensions of service quality according to the SERVQUAL theory, namely tangible, reliability, responsiveness, assurance, and empathy, significantly influence patient satisfaction. Factors influencing patient satisfaction in service provision include the performance of doctors and nurses, hospital facilities and environment, and service costs. One of the efforts to evaluate and improve the quality of hospital services, especially for inpatients, is by considering the combination of patient characteristics, institutional structure, and the quality of service dimensions through the SERVQUAL method. Therefore, service improvement strategies must be designed holistically and based on the real needs of patients.

The Influence of Product Quality and Promotion on Revisit Decisions Mediated by Outpatient Satisfaction at St Elisabeth Hospital Bekasi

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This study investigates the influence of product quality and promotion on outpatient revisit decisions, with patient satisfaction serving as a mediating variable, at St. Elisabeth Hospital in Bekasi. Employing a quantitative research approach, data were analyzed using the Partial Least Squares – Structural Equation Modeling (PLS-SEM) technique. A total of 160 respondents were selected through purposive sampling. The findings reveal that both product quality and promotion exert a positive and significant impact on patient satisfaction and revisit decisions. Furthermore, patient satisfaction significantly mediates the relationship between product quality and promotion on the decision to revisit. These results highlight the critical role of delivering high-quality healthcare services and implementing effective promotional strategies to foster patient satisfaction and loyalty. The study provides practical implications for hospital management in formulating marketing strategies and enhancing service delivery to sustain and increase patient visit.

Satisfaction Will Mediate the Effect of Waiting Time and Service Quality on Outpatient Loyalty at Husada Hospital

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This study aims to analyze the effect of waiting time and service quality on outpatient loyalty at Husada Hospital, by considering patient satisfaction as a mediating variable. The phenomenon of decreasing number of patient visits over the past three years is an important background of this study. The research method used is quantitative with a survey approach. Data were collected through questionnaires filled out by outpatients at Husada Hospital, with the analysis technique using Partial Least Square-Structural Equation Modeling (PLS-SEM). The results showed that waiting time and service quality had a significant effect on patient satisfaction, with p values of 0.000 each. Patient satisfaction also had a significant effect on patient loyalty (p = 0.000). However, waiting time and service quality did not have a direct effect on patient loyalty without mediation of patient satisfaction. The patient satisfaction variable fully mediates the effect of waiting time and service quality on patient loyalty. This study has implications for the need to increase waiting time efficiency and service quality management as a strategy to increase patient loyalty, especially in private hospitals.

Business Solution for Profit Optimization at PBS Clinic

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Health service profitability is an important factor for the sustainability and growth of clinics such as PBS Clinic. PBS Clinic, like many other healthcare providers, faces challenges in balancing quality of service with financial viability. These issues collectively contribute to suboptimal profitability, requiring thorough investigation and strategic intervention. This research aims to determine the root cause of declining profits at the PBS clinic and propose a business solution to increase revenue and reduce costs in the PBS clinic. This research will use a mixed methods approach, combining quantitative and qualitative data collection and analysis. Quantitative data will be collected through financial performance data, patient volume statistics, and satisfaction surveys. Qualitative data will be obtained from interviews and focus groups with staff. The results of the review found that The root causes of declining profits at the PBS clinic include: inappropriate practice hours that reduce patient visits, an inefficient IT system that hinders operational efficiency and service delivery, insufficient staff training affecting the quality of care, ongoing construction limiting space and services, issues with insurance payments constraining financial flexibility, and weak marketing efforts diminishing the clinic’s visibility and attractiveness in a competitive healthcare market. The proposed solutions include expanding clinic services, improving staff training and facilities, simplifying insurance payment processes, and leveraging digitalization. This research is critical because it addresses the urgent need for clinics to adapt to changing healthcare demands and economic pressures.

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

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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.