Impact of Pharmaceutical Service Quality on Patient Satisfaction and Medication Adherence Among BPJS Health Outpatients: A Servqual Model Analysis with Mindful Medication Awareness as a Moderating Variable in an Indonesian Private Hospital
Keywords:
Pharmaceutical Service Quality, Patoent Satisfaction, Medication Adherence, Trust in Pharmacists, Mindfullness, SERVQUAL, BPJS.Abstract
The quality of service in the pharmacy department is a major factor in shaping patient experience and influencing treatment outcomes. This study attempts to investigate how pharmaceutical service quality affects patient satisfaction and medication adherence among BPJS outpatients in Indonesian private hospitals, and analyzing trust in pharmacists as mediators and awareness of careful medication as moderators. Quantitative design cross sectional was conducted involving 229 BPJS outpatients who received pharmacy services in a private hospital. Data were collected using validated instruments, including SERVQUAL, TRUST-Ph, PSPSQ 2.0, MMAS-8, and MAAS. SEM-PLS with SmartPLS 4.0 was applied to assess both the structural (inner) and measurement (outer) models. Pharmaceutical service quality showed a significant positive association with patient satisfaction and medication adherence. Trust in pharmacists also demonstrated a strong positive influence on patient satisfaction and medication adherence. Mindful medication awareness can moderate the relationship between trust in pharmacists and patient satisfaction and medication adherence. The results indicated that pharmaceutical service quality and trust in pharmacists are key contributors to patient satisfaction and medication adherence among BPJS outpatients. The moderating role of mindful medication awareness suggests that enhancing patient awareness and engagement may further strengthen these positive relationships. These insights offer meaningful guidance for improving pha
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