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Mulyani, Kahar
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Journal : Business Management

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The Effect of Drug Availability and Drug Prices on Patient Satisfaction at the K-24 Geliting Maumere Pharmacy Mediated by Waiting Time Lomi, Eldwin Laurenso; Purwadhi, H.; Mulyani, Kahar
Business Management Vol 5, No 1 (2026): Business Management Februari
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/bisnis.v5i1.10298

Abstract

Patient satisfaction is an important indicator in evaluating the quality of pharmacy services, as it reflects the effectiveness of services in meeting patient drug needs and expectations. However, this satisfaction is not only determined by drug availability and price, but also influenced by aspects of the service process, such as waiting time. This study aims to analyze the effect of drug availability and drug price on patient satisfaction, and to assess the role of waiting time as a mediating variable at Apotek K-24 Geliting Maumere. The research method used was a quantitative approach with multiple regression analysis and a mediation test. Data were obtained through distributing questionnaires to patients using pharmacy services. The results showed that drug availability significantly influenced patient satisfaction at Apotek K-24 Geliting Maumere. Adequate drug availability—in terms of quantity, completeness, and ease of obtaining drugs—makes patients feel helped, receive fast service, and perceive the pharmacy as more professional. In addition, drug price has also been shown to significantly influence patient satisfaction. When prices are considered reasonable, affordable, and in accordance with service quality, patients' positive perceptions of the pharmacy increase. Furthermore, the mediation test showed that waiting time strengthens the influence of drug availability and drug price on patient satisfaction. Medication availability and pricing are more optimal when supported by fast and efficient waiting times. Therefore, the combination of good medication availability, affordable prices, and optimal waiting times significantly contributes to improving overall patient satisfaction at Apotek K-24 Geliting Maumere.
Co-Authors A. Rohendi, A. Abdi Wijaya, Abdi Birowo, Anandito Cecep Darmawan, Cecep Chairil M Noor, Chairil M Dasrun Hidayat Dinianty, Siti Fahma Dwi Budi Santoso Endang Komara Erliany Syaodih Evi Maria Faizah, Wahyu Nur Faizal Faizal, Faizal Gartika Rahmasari, Gartika Halita, Yessi Okta Halwadini, Iswary Handayani Handayani Hani, Nur Rosyidah Hera Wahyuni Hidayat, Sarah Nursa'diah Irhamni, Erra Jaya, Aryc Oktarian Johan, Willy Lomi, Eldwin Laurenso Muhaeni, Budi Nababan, Natanael Nahuri, Sasinta Bela Nugraha, Lalu Anugrah Nurwijayanti Purwadhi Purwadhi Purwadhi Purwadhi, H. Purwadhi, Purwadi Puspitasari, Jayanti Putri, Dhea Atiqah R. Poppy Yaniawati Rachim, Silfia Rafika Rafika Rian Andriani, Rian Rohendi , A. Rosidawati Wiradirja, Imas Sahidin, Ahmad Saputra, Dimas Aji Saukoly, Denny Hori Prodigy Sekarjati, Irene Sumantri Sumantri Susanti, Noviane Indah Suwandhani, Achmad Dheni Taruli Hutauruk Wahyudi, Elsa Wijaya, Erick Juniyantho Wijaya, Hanna Wulandari, Rina Yulia Yaniawati, Poppy Yuliwulansih, Haryani Zulkifli Ahmad