The The Influence of Perceived Waiting Time, AI Utilization, and Medication Information Delivery on Word of Mouth: A Qualitative Preliminary Study at Hospital Balikpapan

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.