The Impact of Service Quality on Patient Loyalty Mediated by Patient Satisfaction: A Study at Beriman Hospital, Balikpapan City

Abstract

Introduction: The quality of health services that exceeded expectations was one of the determinants that influenced patient satisfaction, creating patient loyalty. Objectives: This study investigated how health service quality influenced patient loyalty, with patient satisfaction serving as a mediator at Beriman Hospital in Balikpapan, Indonesia. Methods: The researchers used a quantitative, cross-sectional design to analyze data from 378 non-insurance outpatient respondents with SmartPLS software, examining direct and indirect relationships.

Results: Findings indicated that higher service quality directly increased patient satisfaction, boosting loyalty. Enhanced service quality was also directly linked to greater patient loyalty, reinforcing continuity of care. Furthermore, patient satisfaction significantly impacted loyalty, suggesting its critical role in fostering long-term patient commitment. The study recommends that hospital management maintain and enhance service quality to bolster patient satisfaction and loyalty. Suggested improvements include providing a comfortable waiting area, maintaining cleanliness, and expanding facilities like hospital parking. Additionally, speeding up patient queues via a dedicated app and demonstrating positive behaviour toward patients could further strengthen patient loyalty, encouraging them to return and recommend the hospital to others.