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Patients' Perception of Waiting Time and Pharmacy Service of Hospital X Bali Antari, Ni Putu Udayana; Megawati, Fitria; Suwantara, I Putu Tangkas; Palguna, I Gede Rizky; Widnyani, Ni Kadek Indah Amelia; Wahyuni, Ni Wayan Mita Sri
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 16, No 1
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.101783

Abstract

Background: Many hospitals are having problems with waiting times. Meanwhile, the effect of waiting time on perceived pharmacy service quality is inconsistent. Waiting time and pharmacy service quality can influence a hospital's image through patient perception.Objectives: To identify factors influencing patients' perceptions of waiting time and pharmacy service quality.Methods: The study used a cross-sectional design with one hundred samples, which were taken using the convenience sampling method. Data were collected using questionnaires and direct observation at Hospital X and analyzed using SPSS version 26 in a 95% CI.Results: Actual and patient-perceived waiting times differed significantly (Wilcoxon test, P-value 0.005). Age significantly affected patient perceptions of pharmacy service quality in both bivariate and multivariate tests (Chi-square: P-value 0.032; Logistic regression: P-value 0.023, adjusted OR: 2.594 (Min: 1.138; Max: 5.912)). Even though included in the equation, the actual waiting time is not significantly associated with patient perceptions.Conclusion: Patients did not perceive waiting times in accordance with the actual waiting time because emotional factors easily influence the perception of time. Pre-elderly and elderly patients at Hospital X perceive pharmacy services dominantly as good quality. Age significantly influences patients' perception of pharmacy service quality. Actual waiting time may influence patients' perception of pharmacy service quality if other factors are controlled. Hospitals should consider age and emotional factors when waiting for services to maintain patients' good perceptions of pharmacy service.
Co-Authors Achmad Purnomo Achmad Purnomo Agustini, Ni Putu Dewi Alfiana Naili Syirvia Anak Agung Ngurah Dwi Kosalawa Andarista, Ni Kadek Novi Arkhania, Ni Putu Ayu Dhea Aswindari, Ni Nyoman Zelina Debby Juliadi Dewa Ayu Made Adnya Swari Dewi, Ni Putu Leona Yorita Erna Cahyaningsih Fitria Megawati Fitria Megawati Fitria Megawati Gusti Bagus Krisna Arum Jati Hastama, Ryo Herleeyana Meriyani Herleeyana Meriyani I Gede Bagaskara Sangging I Gede Made Suradnyana I Gede Wayan Sujarna I Made Agus Sunadi Putra I Putu Tangkas Suwantara I Wayan Mahardika Saputra Intansari, Ni Putu Ocha Indira Jati, Gusti Bagus Krisna Arum Jayanti, Ni Ketut Aprilia Juliari, Ni Putu Hera Kadek Ayu Kartika Putri Ketut Agus Adrianta Ketut Agus Adrianta Komang Tri Candrayani Kosalawa, Anak Agung Ngurah Dwi Lestari, Made Dwik Luh Risma Putri Rahayu Made Dwik Lestari Made Elvenia Ambara Damayanti Made Tarysa Laksmi Dewi Marwati, I Gusti Ayu Megawati, Fitria Mendra, Ni Nyoman Yudianti Meriyani, Herleeyana Ni Kadek Novi Andarista Ni Ketut Aprilia Jayanti Ni Luh Damayanti Ni Luh Wayan Mudia Ariani Ni Made Dharma Shantini Suena Ni Made Dwi Mara Widyani Nayaka Ni Made Puspayanti, Ni Made Ni Nyoman Zelina Aswindari Ni Putu Ayu Dhea Arkhania Ni Putu Ayu Wulan Ningsih Ni Putu Dewi Agustini Ni Putu Dewi Agustini Ni Putu Hera Juliari Ni Putu Kurnia Dewi Ni Putu Leona Yorita Dewi Ni Putu Nadya Kirana Wulandari Ni Putu Sri Devi Chynta Cahyanti Ni Wayan Ari Pertiwi Ni Wayan Ratih Purnama Sari Noviyanti, Anak Agung Vivi Nurul Fatoni Nyoman Ayu Prascitasari Nyoman Budiartha Siada Palguna, I Gede Rizky Prascitasari, Nyoman Ayu Putra, I Made Agus Sunadi Putu Era Sandhi Kusuma Yuda Rahadi , I Wayan Surya Restuliani, Ni Kadek Ayu RR. Asih Juanita Sangging, I Gede Bagaskara Saputra, I Wayan Mahardika Sumarni Sumarni Sumarni Sumarni Suradnyana, I Gede Made Sutrisnawati, Ni Komang Ayu Bintang Syirvia, Alfiana Naili Wahyuni, Ni Wayan Mita Sri Wardani, I Gusti Agung Ayu Kusuma Widnyani, Ni Kadek Indah Amelia