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Global Management: International Journal of Management Science and Entrepreneurship
Published by International Forum of Researchers and Lecturers
ISSN : 30484170     EISSN : 30636256     DOI : 10.70062
Core Subject : Science,
Decision Sciences, Operations Research & Management
(Global Management: International Journal of Management Science and Entrepreneurship) [e-ISSN : 3063-6256, p-ISSN : 3048-4170] is an open access Journal published by the IFREL (International Forum of Researchers and Lecturers). GlobalManagement accepts manuscripts based on empirical research results, new scientific literature review, and comments/ criticism of scientific papers published by GlobalManagement. This journal is a means of publication and a place to share research and development work in the field of Management Science and Entrepreneurship. Articles published in GlobalManagement are processed fully online. Submitted articles will go through peer review by a qualified international Reviewers. Complete information for article submission and other instructions are available in each issue. GlobalManagement publishes 4 (four) issues a year in February, May, August and November, however articles that have been declared accepted will be queued in the In-Press issue before published in the determined time.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 122 Documents
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The Role of Service Regulation in Pharmacy Waiting Time with Information Systems as Intervening Yusni Sulastri; Rina Mutiara; Tjipto Rini
Global Management: International Journal of Management Science and Entrepreneurship Vol. 3 No. 1 (2026): February: Global Management: International Journal of Management Science and En
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/globalmanagement.v3i1.523

Abstract

The waiting time for outpatient pharmacy services at Permata Jonggol Hospital had not met the minimum service standards, potentially reducing service quality and patient satisfaction. This issue was suspected to be influenced by human resource (HR) competence, service regulations, and the utilization of the Hospital Management Information System (HMIS). This study aimed to analyze the effect of HR competence and service regulations on pharmacy waiting time, with HMIS utilization as an intervening variable. The study used a quantitative approach with a cross-sectional design. Data were collected at a single point in time using instruments that had been tested for validity and reliability. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results showed that HR competence, service regulations, and HMIS utilization simultaneously had a significant effect on pharmacy waiting time. Partially, HR competence and service regulations significantly affected HMIS utilization and waiting time. HMIS utilization also significantly influenced waiting time and mediated the relationship between HR competence, service regulations, and pharmacy waiting time. In conclusion, improving pharmacists’ competence, strengthening service regulations, and optimizing HMIS utilization in an integrated manner were important strategies to reduce waiting time and improve service efficiency and quality
Service Quality and Communication Mediating Services-cape Effects on Patient Experience in Pharmacy Installation Ketut Yuliani Wijaya; Rokiah Kusumapradja; Muhammad Fachruddin Arrozi
Global Management: International Journal of Management Science and Entrepreneurship Vol. 3 No. 1 (2026): February: Global Management: International Journal of Management Science and En
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/globalmanagement.v3i1.524

Abstract

Patient experience reflects patient’s comprehensive perceptions of service quality, the physical environment, and communication with healthcare providers. This study was motivated by the need to foster positive patient experience in the Pharmacy Installation of Graha Sehat Hospital, Probolinggo through improvements in service quality, servicescape, and effective communication. The objective of this research was to analyze the effects of service quality and servicescape on patient experience, with effective communication serving as an intervening variable. A quantitative approach was employed using Structural Equation Modeling (SEM) with AMOS. A total of 180 outpatient pharmacy patients were selected through voluntary sampling, with the sample size determined based on Hair’s method. The findings indicate that service quality, servicescape, and effective communication simultaneously exert a positive and significant effect on patient experience. Partially, service quality has a positive and significant effect on patient experience, while servicescape does not have a direct significant effect on patient experience. Effective communication, however, demonstrates a positive and significant influence on patient experience. Furthermore, effective communication significantly mediates the relationship between servicescape and patient experience, but it does not mediate the relationship between service quality and patient experience. The managerial implications for hospital management highlight the need to strengthen service quality improvement strategies, optimize spatial layout and environmental comfort in the pharmacy setting, and establish concise communication standards that include essential medication counseling points. Such measures are necessary to ensure that communication quality remains consistent, even during peak patient volume periods with limited-service time.

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