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All Journal Business Management JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Purwadhi, H.
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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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.
MANAJEMEN STRATEGI RUMAH SAKIT DALAM ERA JKN : STUDI LITERATUR INTEGRASI BALANCED SCORECARD, LEAN HOSPITAL, DAN ADAPTASI DIGITAL MENUJU TRANSFORMASI KRIS 2025 Subekti, Bambang; Asrini, Nani; Purwadhi, H.; Widjaja, Yani Restiani
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 5 No 1 (2026): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v5i1.252

Abstract

The hospital sector in Indonesia is currently facing significant challenges due to the dynamic policies of the National Health Insurance (JKN) and the mandatory implementation of Standard Inpatient Classes (KRIS), scheduled to be effective in July 2025. A crucial issue arises from the disparity between INA-CBGs tariffs and operational costs, demanding high efficiency without degrading service quality. Through a Systematic Literature Review (SLR) of 25 recent references (2020-2025), this study formulates an integration between the Balanced Scorecard (BSC) and Lean Management. Findings indicate that BSC-based digitalization can boost patient satisfaction by up to 96%, while Lean methods successfully eliminate operational waste by up to 70%. The sustainability of hospitals heavily depends on organizational agility, digital transformation, and adaptive leadership.
Co-Authors Asrini, Nani Bambang Subekti Lomi, Eldwin Laurenso Mulyani, Kahar Yani Restiani Widjaja, Yani Restiani