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Patient-Centric Pharmacy Governance through AI Integration from SERVQUAL: A Conceptual Approach

Year: 2025

Type: article

Abstract: This conceptual paper explores a patient-centric governance model for pharmacy services that integrates artificial intelligence (AI) capabilities with the SERVQUAL service quality framework.SERVQUAL's five dimensions, reliability, responsiveness, assurance, empathy, and tangibles, are adapted to evaluate how AI can strengthen pharmacy services when supported by strong governance.The study situates the problem in a global, ASEAN, and Malaysian context, highlighting persistent challenges in medication safety, uneven access to pharmacy services, and the rapid digitalisation of health systems.The proposed conceptual framework links AI functions to SERVQUAL dimensions under pharmacy governance, aiming to advance patient satisfaction while ensuring patient trust and safety.

Source: International Journal of Academic Research in Progressive Education and Development

DOI: 10.6007/ijarped/v14-i3/26616

Authors: Sharifah Norzehan Bt Syed Yusuf, Darusalam Darusalam, Norziaton Binti Ismail Khan, Nik Ateerah Rasheeda Binti Mohd Rocky

Institution: Binus University

Language: English

Topic: Healthcare Quality and Management

Subfield: Health Information Management

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: diamond

Funder: Universiti Teknologi MARA