INCREASING PATIENT SATISFACTION AND LOYALTY BASED ON SERVICE QUALITY AND TRUST
Keywords:
service quality, trust, patient satisfaction, patient loyaltyAbstract
The purpose of this study was to determine the effect of service quality, trust on patient loyalty through patient satisfaction as a mediating variable in the Outpatient Installation of Balung Hospital. The population in this study were patients who had been treated at the Outpatient Installation of Balung Hospital. The sampling technique used was non-probability sampling with a sample size of 125 respondents. Data analysis used path analysis with the help of the WarpPLS 7.0 program. The results of this study indicate that service quality has a positive and significant effect on patient satisfaction, trust has a positive and significant effect on patient satisfaction, patient satisfaction has a positive and significant effect on patient loyalty. service quality has a positive and significant effect on loyalty, trust has a positive and significant effect on patient loyalty, service quality has a positive and significant effect on patient loyalty through patient satisfaction as a mediating variable, trust has a positive and significant effect on patient loyalty through patient satisfaction as a mediating variable
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