The The Influence of Perceived Waiting Time, AI Utilization, and Medication Information Delivery on Word of Mouth: A Qualitative Preliminary Study at Hospital Balikpapan
Keywords:
Perceived waiting time, AI utilization, medication information delivery, patient satisfaction, word of mouth, qualitative study, hospital.Abstract
Abstract:
There is currently a lack of comprehensive, intuitive, and usable formative evaluation frameworks to improve word of mouth (WOM) at our hospital. Therefore, we aimed to develop and apply such a framework through a literature review analysis. This preliminary study seeks to analyze the influence of perceived waiting time, AI utilization, and medication information delivery on WOM at Hospital Balikpapan through a qualitative approach. Using a literature review method, we examined 20 relevant studies to understand the relationships between waiting time, AI utilization, medication information, patient satisfaction, and WOM. The findings suggest that patient satisfaction plays a crucial role in mediating the effects of waiting time, AI utilization, and medication information on WOM. Additionally, AI-based tools can help reduce waiting times by optimizing scheduling and resource allocation, and improve medication information delivery through AI-led chatbot services, providing accurate and timely drug information to patients. This study highlights the importance of addressing patient expectations and improving communication in pharmaceutical services to enhance patient satisfaction and positive WOM. Furthermore, the acceptance and utilization of AI in healthcare can significantly contribute to better patient experiences. Our review underscores the need for continuous improvement in service delivery and the potential benefits of integrating AI technologies in hospital settings. By focusing on these areas, hospitals can enhance patient satisfaction, leading to increased positive WOM and overall better healthcare outcomes.
Keywords: Perceived waiting time, AI utilization, medication information delivery, patient satisfaction, word of mouth, qualitative study, hospital.
References
References
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Ali, J., Jusoh, A., Idris, N., & Nor, K. M. (2024). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management, International Journal of Quality & Reliability Management Vol.41
AlOmari, F. (2021). Measuring gaps in healthcare quality using SERVQUAL model: Challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407-420.
Badriya, L. (2021). Patient satisfaction with pharmaceutical services at Bareng Pharmacy in Malang City. Journal of Pharmacy Practice, 45, 123-135.
Bambamba, B. (2022). Defining patient satisfaction: A new approach. International Journal of Healthcare Management, 15, 135-145.
Brown, A. (2021). The impact of AI on patient satisfaction: A mixed-methods study. Journal of Healthcare Management, 35(4), 123-134.
Camacho, F. T., et al. (2006). The impact of patient perceptions of waiting time on satisfaction with healthcare. Healthcare Management Review, 31(1), 45-56.
Cresswell, K., Williams, R., & Sheikh, A. (2020). Developing and applying a formative evaluation framework for health information technology implementations: Qualitative investigation. Journal of Medical Internet Research, 22(6), e15068.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982-1003.
Ekadipta, A. M., et al. (2019). The effect of the quality of drug information service on patient satisfaction level in BPJS outpatient installation of Siloam Hospital Kebon Jeruk. Journal of Healthcare Quality, 42, 215-228.
Engka, C. (2022). Relationship between patient satisfaction and loyalty. Journal of Patient Experience, 10, 1-9.
Green, S., Roberts, J., & Black, M. (2020). Effective communication strategies in healthcare: A review. Health Communication Research, 28(3), 145-158.
Halim, C., & Prasetyo, H., (2018) Penerapan Artificial Intelligence dalam Computer Aided Instructure(CAI), . Jurnal Sistem Cerdas, 1(1), 50 - 57.
Hui Zhang, X., Lee, C., & Lee, J. (2023). Patient satisfaction and waiting time perceptions: A systematic review. International Journal of Healthcare Studies, 17(2), 150-160.
Hyder, A. S., Rydback, M., Borg, E., & Osarenkhoe, A. (2019). Medical tourism in emerging markets: The role of trust, networks, and word-of-mouth. Health Marketing Quarterly, 36(3), 203-219.
Jannah, L. M., Seruni, E. N. H. P., & Rochmah, T. N. (2020). Constraints in waiting time of hospital pharmacy services. The Journal of Health and Translational Medicine (JUMMEC), 23(1), 84-90.
Kebede, G., et al. (2021). Patient satisfaction towards outpatient pharmacy services and associated factors at Dessie Town Public Hospitals, South Wollo, North-East Ethiopia. BMC Health Services Research, 21, 765-780.
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing management: an Asian perspective. London: Pearson.
Lambert, S. I., Madi, M., Sopka, S., Lenes, A., Stange, H., Buszello, C. P., & Stephan, A. (2023). An integrative review on the acceptance of artificial intelligence among healthcare professionals in hospitals. NPJ Digital Medicine, 6(1), 111.
Meesala, A. (2018). Key factors influencing customer satisfaction in healthcare services. Journal of Patient Satisfaction, 14, 98-108.
Miller, S., Gilbert, S., Virani, V., & Wicks, P. (2020). Patients’ utilization and perception of an artificial intelligence–based symptom assessment and advice technology in a British primary care waiting room: Exploratory pilot study. JMIR Human Factors, 7(3), e19713.
Muhlis, M. (2021). The influence of brand loyalty, customer satisfaction, and brand trust on word of mouth. Journal of Marketing Research, 54, 789-802.
Muninjaya, A. A. G. (2015). Management of Health Services. EGC.
Nadarzynski, T., Miles, O., Cowie, A., & Ridge, D. (2019). Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study. Digital Health, 5, 2055207619871808.
Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., & Rostami, F. (2016). Patients’ expectations and perceptions of service quality in the selected hospitals. Medical Archives, 70(2), 135.
Nurbaeti, N., Gunarto, M., Sitohang, R. H., Effendy, A. J., & Yusriani, S. (2023, August). The Role of City Image to Generate the Intention to Visit: Examining the Moderation Effect of Demographic Factors. In Proceedings International Conference on Business, Economics & Management (No. 1, pp. 514-530).
Patiro, S. P. S., Hendrian, H., Damayanty, P., Kurniawan, R., & Sasmita, S. A. (2023). Quality of services at RSUD X, emotions and satisfaction of Covid-19 patients. Kontigensi: Jurnal Ilmiah Manajemen, 11(2), 556-576.
Pesapane, Filippo, Codari, Marina, & Sardanelli, Francesco. (2018). Artificial Intelligence in Medical Imaging: Threat or Opportunity? Radiologists Again at The Forefront of Innovation in Medicine. European Radiology Experimental, 2, 1–10
Pruyn, A., & Smidts, A. (1998). Effects of waiting on the satisfaction with the service: Beyond objective time measures. International Journal of Research in Marketing, 15, 321-334.
Putri, R. S., Klawdina, V., & Farhansyah, F. (2021). Relationship Between Waiting Time On Patient Satisfaction At Baloi Permai Batam Puskesmas Year 2021. In PROCEEDING 2nd INTERNATIONAL CONFERENCE ON MEDICAL RECORD (ICMR) (pp. 73-80).
Rahmah, M. (2022). Relationship between outpatient service waiting time and patient satisfaction with polyclinic services at Brigjend H. Hassan Basry Hospital. Journal of Health Services Research, 14, 90-105.
Rahmi, A. (2022). The influence of the quality of drug information delivery by pharmacists on patient satisfaction in Puskesmas and clinics in Pekanbaru City. Journal of Healthcare Quality, 19, 156-170.
Ruliati, R. (2022). The influence of facilities and prices on word of mouth through satisfaction as an intervening variable at Fatimah Islamic Hospital Banyuwangi. Journal of Health Services Marketing, 34, 56-72.
Setiawan, A. K., Darmawan, E. S., & Paramita, S., (2023), Artificial Intelligence Utility to Improve the Quality of Health and Patient Safety Services : A Scoping Review, Journals of Ners Community, Volume 13, Nomor 2, Maret 2023 Hal. 457-465
Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-mouth, and revisit intention in a dental clinic, Thailand. Journal of Dental Practice Management, 38, 201-214.
Smith, J., & Jones, L. (2022). The role of artificial intelligence in healthcare: Benefits and challenges. Journal of Medical Systems, 46(2), 67-79.
Sulo, H. R. (2020). Analysis of the relationship between drug information delivery and waiting time on patient satisfaction in the pharmacy department of Hospital X in Samarinda City. Journal of Pharmaceutical Practice, 35, 89-105.
Titing, S. (2020). Customer loyalty and word of mouth in healthcare services. Journal of Health Marketing, 22, 167-180
Tracy, S. J. (2019). Qualitative research methods: Collecting evidence, crafting analysis, communicating impact. John Wiley & Sons.
Williams, A., & Davis, C. (2019). Improving patient satisfaction through effective medication communication. Journal of Pharmacy Practice, 32(5), 456-462.
Wulandari, P. (2020). Analysis of the relationship between waiting time and patient satisfaction at Puskesmas X in Jambi City. Journal of Health Services Research, 19, 112-125.
Yusriani, S., Nurbaeti, N., & Patiro, S. P. S. (2024). Understanding and Managing Job Stress in the Service Sector: A Literature Review. International Journal of Business, Management and Economics, 5(2), 187-196.
Zhang, Q., et al. (2023). Effect of waiting time on patient satisfaction in outpatient services. Journal of Healthcare Quality, 31, 79-95.
Akbolat, M., Sezer, C., Ünal, Ö., & Amarat, M. (2021). The mediating role of patient satisfaction in the effect of patient visit experiences on word-of-mouth intention. Health Marketing Quarterly, 38(1), 12-22.
Ali, J., Jusoh, A., Idris, N., & Nor, K. M. (2024). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management, International Journal of Quality & Reliability Management Vol.41
AlOmari, F. (2021). Measuring gaps in healthcare quality using SERVQUAL model: Challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407-420.
Badriya, L. (2021). Patient satisfaction with pharmaceutical services at Bareng Pharmacy in Malang City. Journal of Pharmacy Practice, 45, 123-135.
Bambamba, B. (2022). Defining patient satisfaction: A new approach. International Journal of Healthcare Management, 15, 135-145.
Brown, A. (2021). The impact of AI on patient satisfaction: A mixed-methods study. Journal of Healthcare Management, 35(4), 123-134.
Camacho, F. T., et al. (2006). The impact of patient perceptions of waiting time on satisfaction with healthcare. Healthcare Management Review, 31(1), 45-56.
Cresswell, K., Williams, R., & Sheikh, A. (2020). Developing and applying a formative evaluation framework for health information technology implementations: Qualitative investigation. Journal of Medical Internet Research, 22(6), e15068.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982-1003.
Ekadipta, A. M., et al. (2019). The effect of the quality of drug information service on patient satisfaction level in BPJS outpatient installation of Siloam Hospital Kebon Jeruk. Journal of Healthcare Quality, 42, 215-228.
Engka, C. (2022). Relationship between patient satisfaction and loyalty. Journal of Patient Experience, 10, 1-9.
Green, S., Roberts, J., & Black, M. (2020). Effective communication strategies in healthcare: A review. Health Communication Research, 28(3), 145-158.
Halim, C., & Prasetyo, H., (2018) Penerapan Artificial Intelligence dalam Computer Aided Instructure(CAI), . Jurnal Sistem Cerdas, 1(1), 50 - 57.
Hui Zhang, X., Lee, C., & Lee, J. (2023). Patient satisfaction and waiting time perceptions: A systematic review. International Journal of Healthcare Studies, 17(2), 150-160.
Hyder, A. S., Rydback, M., Borg, E., & Osarenkhoe, A. (2019). Medical tourism in emerging markets: The role of trust, networks, and word-of-mouth. Health Marketing Quarterly, 36(3), 203-219.
Jannah, L. M., Seruni, E. N. H. P., & Rochmah, T. N. (2020). Constraints in waiting time of hospital pharmacy services. The Journal of Health and Translational Medicine (JUMMEC), 23(1), 84-90.
Kebede, G., et al. (2021). Patient satisfaction towards outpatient pharmacy services and associated factors at Dessie Town Public Hospitals, South Wollo, North-East Ethiopia. BMC Health Services Research, 21, 765-780.
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing management: an Asian perspective. London: Pearson.
Lambert, S. I., Madi, M., Sopka, S., Lenes, A., Stange, H., Buszello, C. P., & Stephan, A. (2023). An integrative review on the acceptance of artificial intelligence among healthcare professionals in hospitals. NPJ Digital Medicine, 6(1), 111.
Meesala, A. (2018). Key factors influencing customer satisfaction in healthcare services. Journal of Patient Satisfaction, 14, 98-108.
Miller, S., Gilbert, S., Virani, V., & Wicks, P. (2020). Patients’ utilization and perception of an artificial intelligence–based symptom assessment and advice technology in a British primary care waiting room: Exploratory pilot study. JMIR Human Factors, 7(3), e19713.
Muhlis, M. (2021). The influence of brand loyalty, customer satisfaction, and brand trust on word of mouth. Journal of Marketing Research, 54, 789-802.
Muninjaya, A. A. G. (2015). Management of Health Services. EGC.
Nadarzynski, T., Miles, O., Cowie, A., & Ridge, D. (2019). Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study. Digital Health, 5, 2055207619871808.
Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., & Rostami, F. (2016). Patients’ expectations and perceptions of service quality in the selected hospitals. Medical Archives, 70(2), 135.
Nurbaeti, N., Gunarto, M., Sitohang, R. H., Effendy, A. J., & Yusriani, S. (2023, August). The Role of City Image to Generate the Intention to Visit: Examining the Moderation Effect of Demographic Factors. In Proceedings International Conference on Business, Economics & Management (No. 1, pp. 514-530).
Patiro, S. P. S., Hendrian, H., Damayanty, P., Kurniawan, R., & Sasmita, S. A. (2023). Quality of services at RSUD X, emotions and satisfaction of Covid-19 patients. Kontigensi: Jurnal Ilmiah Manajemen, 11(2), 556-576.
Pesapane, Filippo, Codari, Marina, & Sardanelli, Francesco. (2018). Artificial Intelligence in Medical Imaging: Threat or Opportunity? Radiologists Again at The Forefront of Innovation in Medicine. European Radiology Experimental, 2, 1–10
Pruyn, A., & Smidts, A. (1998). Effects of waiting on the satisfaction with the service: Beyond objective time measures. International Journal of Research in Marketing, 15, 321-334.
Putri, R. S., Klawdina, V., & Farhansyah, F. (2021). Relationship Between Waiting Time On Patient Satisfaction At Baloi Permai Batam Puskesmas Year 2021. In PROCEEDING 2nd INTERNATIONAL CONFERENCE ON MEDICAL RECORD (ICMR) (pp. 73-80).
Rahmah, M. (2022). Relationship between outpatient service waiting time and patient satisfaction with polyclinic services at Brigjend H. Hassan Basry Hospital. Journal of Health Services Research, 14, 90-105.
Rahmi, A. (2022). The influence of the quality of drug information delivery by pharmacists on patient satisfaction in Puskesmas and clinics in Pekanbaru City. Journal of Healthcare Quality, 19, 156-170.
Ruliati, R. (2022). The influence of facilities and prices on word of mouth through satisfaction as an intervening variable at Fatimah Islamic Hospital Banyuwangi. Journal of Health Services Marketing, 34, 56-72.
Setiawan, A. K., Darmawan, E. S., & Paramita, S., (2023), Artificial Intelligence Utility to Improve the Quality of Health and Patient Safety Services : A Scoping Review, Journals of Ners Community, Volume 13, Nomor 2, Maret 2023 Hal. 457-465
Siripipatthanakul, S. (2021). Service quality, patient satisfaction, word-of-mouth, and revisit intention in a dental clinic, Thailand. Journal of Dental Practice Management, 38, 201-214.
Smith, J., & Jones, L. (2022). The role of artificial intelligence in healthcare: Benefits and challenges. Journal of Medical Systems, 46(2), 67-79.
Sulo, H. R. (2020). Analysis of the relationship between drug information delivery and waiting time on patient satisfaction in the pharmacy department of Hospital X in Samarinda City. Journal of Pharmaceutical Practice, 35, 89-105.
Titing, S. (2020). Customer loyalty and word of mouth in healthcare services. Journal of Health Marketing, 22, 167-180
Tracy, S. J. (2019). Qualitative research methods: Collecting evidence, crafting analysis, communicating impact. John Wiley & Sons.
Williams, A., & Davis, C. (2019). Improving patient satisfaction through effective medication communication. Journal of Pharmacy Practice, 32(5), 456-462.
Wulandari, P. (2020). Analysis of the relationship between waiting time and patient satisfaction at Puskesmas X in Jambi City. Journal of Health Services Research, 19, 112-125.
Yusriani, S., Nurbaeti, N., & Patiro, S. P. S. (2024). Understanding and Managing Job Stress in the Service Sector: A Literature Review. International Journal of Business, Management and Economics, 5(2), 187-196.
Zhang, Q., et al. (2023). Effect of waiting time on patient satisfaction in outpatient services. Journal of Healthcare Quality, 31, 79-95.
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Published
2024-08-13
How to Cite
Rozet, S. J. A., Yusriani, S., Sitompul, R., Supriyanto, E., Jasmine, K. ., & Utomo, K. W. (2024). The The Influence of Perceived Waiting Time, AI Utilization, and Medication Information Delivery on Word of Mouth: A Qualitative Preliminary Study at Hospital Balikpapan. International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM), 2(1). Retrieved from https://journal.unj.ac.id/unj/index.php/isc-beam/article/view/46946
