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

Authors

  • Sharifah Norzehan Bt Syed Yusuf Accounting Research Institute, Universiti Teknologi MARA, Malaysia
  • Darusalam Darusalam School of Accounting, Binus University, Jakarta, Indonesia
  • Norziaton Binti Ismail Khan Faculty of Accountancy, Universiti Teknologi MARA, Malaysia
  • Nik Ateerah Rasheeda Binti Mohd Rocky Faculty of Pharmacy, Universiti Teknologi MARA, Malaysia

Keywords:

Patient-Centric Pharmacy, AI, SERVQUAL, Healthcare Quality, Governance, Satisfaction

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.

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Published

2025-10-18

How to Cite

Bt Syed Yusuf, S. N., Darusalam, D., Binti Ismail Khan, N., & Binti Mohd Rocky, N. A. R. (2025). Patient-Centric Pharmacy Governance through AI Integration from SERVQUAL: A Conceptual Approach. International Journal of Academic Research in Progressive Education and Development, 14(3). Retrieved from https://ijarped.com/index.php/journal/article/view/3815

Issue

Vol. 14 No. 3 (2025): Volume 14, Issue 3 (2025)

Section

Articles