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Shine Pintor Siolemba Patiro
Universitas Terbuka
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The Influence of Perceived Waiting Time and Medication Information on Word of Mouth Mediated by Patient Satisfaction Stefly Julisye Amerence Rozet; Shine Pintor Siolemba Patiro; Ceacilia Sri Mindarti; Endi Rekarti; Sri Yusriani; Haydar Zharif Muzhaffar
Ilomata International Journal of Management Vol. 5 No. 3 (2024): July 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i3.1200

Abstract

This paper examines the impact of perceived waiting time and the delivery of medication information on word of mouth, mediated by patient satisfaction, at RSUD Beriman Balikpapan. Improving pharmaceutical services, including reducing waiting times and enhancing information delivery, is crucial for patient satisfaction and hospital reputation. This study investigates whether patients' perceptions of waiting times and medication information delivery affect their satisfaction and subsequently their likelihood to engage in word of mouth promotion. This research addresses the gap in understanding how specific aspects of pharmaceutical service quality influence word of mouth through patient satisfaction, a topic not extensively studied in the context of Indonesian public hospitals. A quantitative approach was employed, using primary data from questionnaires distributed to 130 outpatients at RSUD Beriman Balikpapan. Purposive sampling was used, and the data were analyzed using variance-based SEM (PLS) with SMART PLS 3.0. The analysis revealed that perceived waiting time and medication information delivery significantly and positively influence word of mouth, mediated by patient satisfaction. All five hypotheses were supported, with t-statistic values exceeding 1.96 and p-values below 0.05. The study concludes that improving perceived waiting time and medication information delivery enhances patient satisfaction, leading to increased word of mouth promotion. This suggests that hospitals should focus on these aspects to improve overall service quality and patient advocacy.
Co-Authors Abdillah, Said Ridho Abidin Abidin Abidin Abidin Achmad Fauzi Achmad Fauzi Achmad, Maylitha Adhi Susilo Adhi Susilo Aftabi, Davoud Ahmad Nur Aji Setiawan Aji Surya Wicaksono, Gregorius akhmat yamin Amalia, Alona Amir Fikri Ana Sriekaningsih Anita Maharani Anita Maharani Atriani, Delvy Ayu Made Dian Pertiwi Dwipayanti Basu Swastha Dharmmesta Bayu Sutikno Budi Tjahjono Ceacilia Sri Mindarti Ceacilia Sri Mindarti Charisma Pamungkas Charisma Rahmat Pamungkas Cynthia Ayu Manggarani Damayanti, Prisila Daru Asih Deddy Dwi Nur Cahyono Desmiwati Desmiwati Diah Aryani, Diah Diana Sulianti K Tobing Didy Ika Supryadi Djibran, Said Djokas Siburian Donni Junipriansa Dori Heza Morales Dwi Iin Novianti Dwi Joko Siswanto Edi Kurniawan ELLI WIDIA Endi Rekarti Endi Rekarti, Endi Evi Nur Cahyanti Faizul Mubarok Florentina, Ika Frangky Silitonga Gaol, Lasando Lumban Ginta Ginting, Ginta Gita Ramdhani Hakim, Hamka Hakim, Zainal Hamdani sitohang, Rifi Hani Dewi Ariessanti Haniruzila Hanifah Hapzi Ali Hartati, Islia Haydar Zharif Muzhaffar Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian Hendrian, Hendrian Heni Pujiastuti Heru Suheryadi Hety Budiyanti Hety Budiyanti Hety Budiyanti Hety Budiyanti Himawan Sutanto Ichyan Holilan Iin Novianti, Dwi Ika Florentina Ismayanti Istanto Janita S. Meliala, Janita S. Joko Ariwibowo Joko Rizkie Widokarti Kabul Wahyu Utomo Kamal, Nur Mustofa Kapreli Serah Kresno Agus Hendarto Kresno Agus Hendarto Kurniawan, Ramdhan Kurniawati Langgeng Ratnasasi, Sri Lina Regina Notylia Linda Chandler Maramis Sunarto Liza Mumtazah Damarwulan Lumbangaol, Lasando Made Sasanti, Ni Madris Madris Mafizatun Nurhayati Manggarani, Cynthia Ayu Martino Wibowo Masrani, Nanang Mayadi, Mukhri Meirani Harsasi Minrohayati . Muhammad Siddiq Idris Azzam Muji Gunarto Muzhaffar, Haydar Zharif Naning Yuniarti Ni Luh Putu Indiani Noor Syaifudin Novandari, Weni - Novera, Gabriela Nenni Sri Nunung Nurbaeti Nurbaeti, Nunung Nurbaeti, Nunung - Nurmadhani Fitri Suyuthi Nurman Nurman NURUL HIDAYAT Pamungkas, Charisma Rahmat Parwati, Azuarini Diah Prambudi, Iwan Setiyawan Prambudi, Muhammad Rayhan Mahardika Prasetya, Muhammad Azka Prisila Damayanti Prisila Damayanty Prisila Damayanty Putra, Syahrizal Dwi Putry Andriani Rahayu, Yuli Ramdhan Kurniawan Ramdhan Kurniawan Rangkuti, Samsiah Ratnasari, Mawi Rifi Hamdani Sitohang Rini Yayuk Priyati Rini Yayuk Priyati, Rini Yayuk Rismawati Rismawati Roby Sambung Rozet, Stefly Julisye Amerence Rubangi Al-Hasan Saeroji, Oji Sahid Susilo Nugroho Sakina Nusarifa Tantri Santoso, Herdi Siahaan, Shanti Veronica Sigit Surya Haribowo Sri Astuti Sri Dewi Nirmala Sri Gustina Pane Sri Langgeng Ratnasari Sri Yusriani Sri Yusriani Sri Yusriani Sri Yusriani Sri Yusriani Stefly Julisye Amerence Rozet Steviani Batti Supriyono, Ignatius Agus Surya Adi Sasmita Surya Adi Sasmita Tansen Simanullang Taufan Handika Taufani Chusnul Kurniatun Tengku Ahmad Helmi Tri Astuti Tri Astuti Wisudayati Tri Dasta Nursehaneka Yatma Utami, Novi Dhian Vegananda Yansaputra Wahyuningtyas Widiyanto, Hendy Widya, Pramatatya Resindra Wijanarko Wijanarko Witopo, Bayu Yosephine Martha Maria Anita Nugraheni Yudha Satria Aji Pratama Yuli Rahayu Yuliana Yuliana Yuliana Yuliana Yumantoko Yumantoko Yurianto Yusriani, Sri Zasmita, Indah Zulkifli Zulkifli Zulmi Ramdani Zulmi Ramdani Zulmi Ramdani