The complex mechanism of developing trust in pharmacy

Abstract

Indicators of the success in pharmaceutical services at pharmacy can be seen from customer satisfaction which is influenced by trust in pharmacy. The existence of customer satisfaction realted to pharmaceutical services is potentially important in patient adherence to their health care. The aims of this study is to examine the relationship model of satisfaction and trust in pharmacy. This research is a quantitative study with a survey design using a cross-sectional approach. It was conducted in June 2023 on a sample of 252 customers of community pharmacies in Magelang, Indonesia. The sampling technique used in this study was purposive sampling method. Data analysis using Partial Least Square Path Modeling (PLS-SEM). The results of hypothesis testing based on probability values (p<0.05) indicate that the infrastructure, medication information and trust in a pharmacist had an effect on customer satisfaction. Trust in pharmacies that are influenced by consumer satisfaction can influence consumers to trust pharmacists. Trust is a service component that is dynamic in line with consumer needs following market conditions and pharmacy competition. Therefore it must be considered.