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Patient experience reflects patient’s comprehensive perceptions of service quality, the physical environment, and communication with healthcare providers. This study was motivated by the need to foster positive patient experience in the Pharmacy Installation of Graha Sehat Hospital, Probolinggo through improvements in service quality, servicescape, and effective communication. The objective of this research was to analyze the effects of service quality and servicescape on patient experience, with effective communication serving as an intervening variable. A quantitative approach was employed using Structural Equation Modeling (SEM) with AMOS. A total of 180 outpatient pharmacy patients were selected through voluntary sampling, with the sample size determined based on Hair’s method. The findings indicate that service quality, servicescape, and effective communication simultaneously exert a positive and significant effect on patient experience. Partially, service quality has a positive and significant effect on patient experience, while servicescape does not have a direct significant effect on patient experience. Effective communication, however, demonstrates a positive and significant influence on patient experience. Furthermore, effective communication significantly mediates the relationship between servicescape and patient experience, but it does not mediate the relationship between service quality and patient experience. The managerial implications for hospital management highlight the need to strengthen service quality improvement strategies, optimize spatial layout and environmental comfort in the pharmacy setting, and establish concise communication standards that include essential medication counseling points. Such measures are necessary to ensure that communication quality remains consistent, even during peak patient volume periods with limited-service time.

This research aims to determine the influence of Social Media, Price, and Servicescape on Purchase Decisions at Warkop Mie Aceh Hijrah Jaya Medan Amplas. In this research, data collection was conducted using purposive sampling, with a sample of 84 respondents. All analyses in this research were assisted by the SPSS 25.0 software. The data analysis techniques used included classical assumption tests, multiple linear regression analysis, and hypothesis testing. Based on the t-test results, it was found that the significance value (Sig.) of Social Media was 0.000 < 0.05 and the t-count value (3.783) > t-table (1.664). Therefore, it can be concluded that the Social Media variable has a positive and significant influence on the Purchase Decision variable. Furthermore, the significance value for the Price variable was 0.000 < 0.05, and the t-count value (5.435) > t-table (1.664). Thus, it can be concluded that the Price variable significantly influences the Purchase Decision variable. Next, the significance value for the Servicescape variable was 0.000 < 0.05, indicating a significant influence on the Purchase Decision variable. Based on the data, the t-count value was (9.892) > t-table (1.664). Therefore, it can be stated that the Servicescape variable has a positive and significant influence on the Purchase Decision variable.

This research explores how service quality (servicescape) at Prima Freshmart, Sekolah Vokasi IPB University, affects customer satisfaction. Researchers surveyed 100 customers to gauge their perceptions of service quality and satisfaction. The results indicate that servicescape, as a whole, positively influences customer satisfaction. Among the servicescape dimensions, attentiveness and reliability emerged as the most influential. This suggests that customers value caring and dependable attitudes from the staff at Prima Freshmart. In conclusion, servicescape is a crucial factor for Prima Freshmart to consider in boosting customer satisfaction. Management should prioritize enhancing service quality, particularly regarding staff attentiveness and reliability, to cultivate a more satisfied customer base and encourage repeat business at Prima Freshmart.