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This study sought to assess the effectiveness of healthcare professionals, the calibre of services provided, and the importance of pleasant impressions in affecting client satisfaction, in a homecare service company in Indonesia. Using the PLS-SEM analysis tool, the research strategy combined a quantitative approach with a qualitative descriptive approach. The findings demonstrated that the requirements for discriminant validity, internal consistency, and convergent validity had all been satisfied. The bulk of the study's respondents were female, with the age range of 17–35. Some of the questions to be answered within this paper are: What were the main variables examined in this study to evaluate customer satisfaction in a homecare service company? How did the study assess the performance of healthcare workers and service quality concerning customer satisfaction? What was the dominant factor influencing customer satisfaction in the context of homecare services, according to the study?

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The Dominance of Positive Impressions, Service Quality, and Health Workforce in Their Influence on Customer Satisfaction of Pharmaceutical Homecare Services

  • 章节

  • 发表日期：

    2026年

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  • R. M. Haris Munandar,
  • Dewi Fadila,
  • Sari Lestari Zainal Ridho

摘要

This study sought to assess the effectiveness of healthcare professionals, the calibre of services provided, and the importance of pleasant impressions in affecting client satisfaction, in a homecare service company in Indonesia. Using the PLS-SEM analysis tool, the research strategy combined a quantitative approach with a qualitative descriptive approach. The findings demonstrated that the requirements for discriminant validity, internal consistency, and convergent validity had all been satisfied. The bulk of the study's respondents were female, with the age range of 17–35. Some of the questions to be answered within this paper are: What were the main variables examined in this study to evaluate customer satisfaction in a homecare service company? How did the study assess the performance of healthcare workers and service quality concerning customer satisfaction? What was the dominant factor influencing customer satisfaction in the context of homecare services, according to the study?