The Effect of Human Resource Competence and Drug Management System on Patient Satisfaction with Service Quality as a Mediating Variable at the Pharmacy Installation of Ryacudu Regional General Hospital, North Lampung
DOI:
https://doi.org/10.35870/ijmsit.v6i2.8745Keywords:
Human Resource Competence, Drug Management System, Service Quality, Patient Satisfaction, Pharmacy InstallationAbstract
Pharmaceutical service quality is essential for addressing patient needs and fostering satisfaction. Human resource (HR) competence and drug management systems are key factors supporting the delivery of high-quality pharmaceutical services; therefore, their relationship with patient satisfaction through service quality warrants further investigation. This study aimed to analyze the effects of human resource competence and drug management systems on patient satisfaction, with service quality serving as a mediating variable, at the Pharmacy Department of Ryacudu Regional General Hospital, North Lampung. A quantitative explanatory survey design was applied, involving 154 patients and 20 pharmacy personnel as supporting respondents at the Pharmacy Installation of Ryacudu Regional General Hospital, North Lampung, resulting in a total of 174 respondents. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4.0 software. The results revealed that human resource competence and drug management systems had a positive and significant effect on both service quality and patient satisfaction. Service quality was also positively and significantly related to patient satisfaction and significantly mediated the effects of human resource competence and drug management systems on patient satisfaction. These findings indicate that improving human resource competence and strengthening drug management systems through enhanced service quality can contribute to higher levels of patient satisfaction.
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