THE EFFECT OF CLARITY OF INFORMATION AND COMFORT OF WAITING ROOM ON SATISFACTION WITH DRUG SERVICE THROUGH PERCEPTION OF WAITING TIME

Anita Fadhilah, Misbahuddin Azzuhri, Sri Andarini

Abstract


This study was aimed to examine the influence of clarity of waiting time information and the comfort of waiting room towardssatisfaction through waiting time perception of drug services. Chosen observational analytical study by cross-sectional study was used as methods in this study. Sampling technique used in this study was purposive sampling. 120 respondents were chosen as study sample among all of the outpatients out of pocket which waiting for drug services on March - April 2017. Path analysis was used as data analysis method. Study result showed that clarity of waiting time information and the comfort of waiting room had a positive and significant influence on waiting time perception and satisfaction awaiting drug services. As of intervening variable, waiting time perception was contributed increasing influence clarity of waiting time information and the comfort of waiting room towardssatisfaction with drug services. The most predominant variable in constructing satisfaction with drug servicesthrough waiting time perception was the comfort of the waiting room.

Keywords


clarity of waiting time information; the comfort of the waiting room; waiting time perception; satisfaction with drug services

Full Text:

PDF

References


Afolabi, M. O.and Ola-Olorun, O. J. 2013.Managing Pharmacy Operations with People and Technology, INTECH Open Access Publisher.

Anderson, R. T., Camacho, F. T.,and Balkrishnan, R. 2007.Willing to wait?: the influence of patient wait time on satisfaction with primary care.BMC health services research, vol. 7, no. 1, p. 1.

Antonides, G., Verhoef, P. C.,and Van Aalst, M. 2000. Consumer Perception and Evaluation of Waiting Time.International Journal of Service Industry Managemen, vol.7, no.5, p.47-61.

Baker, J.and Cameron, M. 1996. The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, vol. 24, no. 4, pp. 338-349.

Bielen, F.and Demoulin, N. 2007. Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality: An International Journal, vol. 17, no. 2, pp. 174-193.

Borges, A., Herter, M. M.,and Chebat, J-C. 2015. It was not that long!: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception.Journal of Retailing and Consumer Services, vol. 22, pp. 96-106.

Hui, M. K.and Tse, D. K. 1996. What to tell consumers in waits of different lengths: An integrative model of service evaluation. The Journal of Marketing, pp. 81-90.

Hul, M. K., Dube, L.,and Chebat, J-C. 1997. The impact of music on consumers’ reactions to waiting for services. Journal of Retailing, vol. 73, no. 1, pp. 87-104.

Hurlock and Elizabeth, B. 1999. Psikologi perkembangan: suatu pendekatan sepanjang jalan kehidupan. Jakarta: Erlanggga.

Jacobalis. 2002. Kumpulan Tulisan Terpilih Rumah Sakit di Indonesia dalam Dinamika Sejarah, Transformasi, Globalisasi, dan Krisis Nasional. Jakarta: Yayasan Penerbit IDI.

Mustapha, Ibrahim, M. Z. F., and Ghazali, N. 2015. Queuing management: Installation of distractions towards customer satisfaction.Journal of Hospitality and Tourism, vol. 5, no.3, pp.15-27.

Nosek, R. A.and Wilson, J. P. 2001. Queuing theory and customer satisfaction: a Review of terminology, trends, and applications to pharmacy practice. Hospital Pharmacy, vol. 36, no. 3, pp. 275-279.

Notoatmodjo S. 2003.Pendidikan dan perilaku kesehatan, Jakarta:Rineka Cipta.

Pruyn, A.and Smidts, A. 1998. Effects of waiting on the satisfaction with the service: Beyond objective time measures.International Journal of research in marketing, vol. 15, no. 4, pp. 321-334.

Wicaksono, Putro P. 2013.Hubungan tingkat pendidikan dengan pengetahuan ibu rumah tangga tentang pap smear di desa Kauman kecamatan Tangen kabupaten Sragen. Diss. Universitas Muhammadiyah Surakarta.

Wirth, F., Tabone, F., and Azzopardi, L. 2011. Consumer perception of the community pharmacy services in Malta.Journal of Pharmaceutical Health Services Research, vol. 13, pp.10-19.




DOI: http://dx.doi.org/10.21776/ub.jam.2018.016.02.03

Refbacks

  • There are currently no refbacks.