Influence Patient Loyalty Research Articles

Exploration of patient loyalty through value integration and customer satisfaction in class B university hospitals on Java Island

This study aims to analyze the relationship between accessibility, brand image, and service quality on customer value, customer satisfaction, and revisit intention at the University Hospital (RSPT). The main focus of the study is the mediating role of customer value and customer satisfaction in influencing patient loyalty. With a holistic approach, this study highlights the unique dynamics of RSPT that integrates education and health care functions. The findings indicate that accessibility and service quality have a significant influence on customer value, while brand image has a more limited contribution in this context. In addition, customer satisfaction plays an important role in bridging the relationship between customer value and revisit intention, making it a strategic dimension in increasing patient loyalty. A statistical approach using the SmartPLS method was carried out to evaluate the validity and reliability of the research model. The test results showed that the Average Variance Extracted (AVE) value of all constructs was greater than 0.50, reflecting that convergent validity was met. The Composite Reliability and Cronbach's Alpha values were each greater than 0.70, indicating good internal consistency. Discriminant Validity is assessed through the Heterotrait-Monotrait Ratio (HTMT) with a value of less than 0.85, ensuring clear differences between constructs. The results of the path analysis show that accessibility (X2) significantly affects customer value (Z) with a coefficient of 0.826 (T = 6.993, p < 0.000). Likewise, service quality (X3) has a positive effect on customer value with a coefficient of 0.291 (T = 2.521, p < 0.012). In contrast, brand image (X1) does not have a significant effect on customer value (coefficient -0.192, T = 1.783, p = 0.075). Customer value has a significant effect on customer satisfaction (coefficient 0.922, T = 55.068, p < 0.000), which in turn affects patient revisit intention (coefficient 0.922, T = 53.495, p < 0.000). This study provides theoretical contributions by expanding the healthcare management literature, especially in the unique context of RSPT. Practically, these findings recommend improving accessibility and service quality to enhance patient loyalty. This study also opens up opportunities for further research with a longitudinal approach to understand changes in patient perceptions over time.

REVIEW: THE RELATIONSHIP OF DRUGS INFORMATION SERVICES TO CHRONIC PATIENT LOYALTY

Patient loyalty is one of the most important factors in drug therapy to achieve successful disease treatment. We conducted a literature review to examine the relationship between drug information services and chronic patient loyalty in pharmacies. The method used was a systematic examination of related studies and articles, using a qualitative approach. The first screening included 50 articles and excluded 9 articles, the second screening excluded 30 articles, and the final articles used in this review were 11 articles. The results showed that drug information services had a positive effect on patient loyalty through the mediation of patient satisfaction. The factors that influence drug information services include the type of drug information, competence of the pharmacist, interpersonal communication, and service time. The factors that influence patient loyalty include trust, commitment, customer value, and switching costs. Keywords: Drug information service, patient loyalty, patient satisfaction, service quality, pharmaceutical service quality, customer satisfaction.

Analysis of Service Quality in Improving Patient Satisfaction and Loyalty in Pratama Berkah Sehat

Health services cannot be separated from the demands of competition in all aspects. Good service management is needed to create the health services the surrounding community needs so that the community feels satisfaction with health services as one of the businesses that must be carried out. The research design used in this research is quantitative. The population and sample used for this study were all patients who were treated at the Berkah Sehat Primary Clinic, totaling 200 patients. All of the 200 patients who sought treatment at the Berkah Sehat Pratama Clinic between March 2023 and April 2023 comprised the population and sample for this study. The study's objective was to examine the impact of the clinic's doctor, pharmaceutical, laboratory, and patient loyalty quality levels. Data analysis used Structural Equation Modeling (SEM) analysis with the Amos application version 24, Excel, and Spss. With a factor loading value of 0.989, assurance receives the best ranking for doctor services. With a factor loading value of 0.957, assurance receives the best grade in the pharmaceutical services category. With a factor loading value of 0.982, reliability receives the highest ranking for laboratory technician services. Product quality has the greatest factor loading value for patient satisfaction, at 0.965. The statement that I won't visit any clinic because I am satisfied with the services offered at the Berkah Sehat Primary Clinic with a loading factor value of 0.798 and the statement that if one day my family or friends need medical care, I would advise them to visit the Berkah Sehat Pratama Clinic with a loading factor value of 0.798 represent the highest assessments of patient loyalty. The results of the direct impact analysis show that doctors service quality, pharmacy service quality, and laboratory technician service quality influence patient loyalty. Patient satisfaction can influence the impact of the quality of service of doctors, pharmaceutical companies and laboratory technicians on loyalty at Berkah Sehat Primary Clinic.

The Relationship between Hospital Service Quality and Patient Trust is Mediated by Patient Satisfaction in Patient Loyalty at Hospital X

This study aims to determine the relationship between hospital service quality and patient trust, mediated by patient satisfaction and patient loyalty at the Hospital X. The research method used is quantitative research. The population used in the research were general patients at the Hospital X using a sample size of 162 respondents. The data processing method in this research is structural equation modeling (SEM). The research results show that there are several important findings, such as the quality of hospital services influences patient trust and patient satisfaction, however the quality of hospital services does not influence patient loyalty. Patient trust influences patient satisfaction, patient satisfaction influences patient loyalty as well. Quality of service indirectly influences patient trust through patient satisfaction. Quality of hospital service indirectly influences patient satisfaction through loyalty. Patient trust influences patient satisfaction through patient loyalty. Quality of hospital service. Quality of hospital service influences patient trust through patient satisfaction in patient loyalty.

PENGARUH PERSEPSI PRODUK UNGGULAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN POLIKLINIK BEDAH DI RSI PKU MUHAMMADIYAH PEKAJANGAN

The Islamic Hospital PKU Muhammadiyah Pekajangan is a type C private hospital that is growing in Pekalongan. The successful hospital in the future are hospitals that have a competitive power. To win the competition the hospital must provide value and satisfaction to customers or patients through quality of products or services with competitive costs. The Islamic Hospital PKU Muhammadiyah Pekajangan already has a competitive product that is surgical oncology, surgical urology, neurosurgery. In addition The Islamic Hospital PKU Muhammadiyah Pekajangan should be able to know the quality of services provided and understand the interests and patients behavior to use the hospital services if needed health services at the next time.
 To know the influence of competitive product perception to patient loyalty in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan, and determine the influence of services quality perceptions to patient loyalty in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan, as well as investigate the influence of competitive product and services quality perception together against patient loyalty in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan.
 The study was quantitative research with cross sectional design. The study was conducted on May-June 2011 in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan. The population was all patients who had used services in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan. The number of samples was 100 respondents. The sampling design was purposive sampling. Data was analyzed used descriptive and inferential statistics with multiple linear regression.
 The research result showed that competitive products perception influenced patient loyalty (Sig. 0.005 <0.05), and services quality perception influenced patient loyalty (Sig. 0.000 <0.05), as well as competitive products and services quality jointly influenced patient loyalty in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan (Sig. 0.000 <0.05).
 The perception of competitive products and services quality perception which consists of communication, tangibles, empathy of nursing staff, assurance, responsiveness of the administrative staff, security, responsiveness physician either partially or jointly influence patient loyalty in The Surgical Clinic of Islamic Hospital PKU Muhammadiyah Pekajangan.

Hubungan Bauran Pemasaran dengan Loyalitas Pasien: Literature Review

Introduction: This research explores the relationship between the marketing mix (7Ps) and patient loyalty in the context of healthcare, particularly in outpatient units of hospitals in Indonesia. A deep understanding of factors influencing patient loyalty provides valuable insights for healthcare service managers. Objective: The main objective of this study is to identify and analyze the relationship between marketing mix elements, including product, price, promotion, place, process, people, and physical evidence, with patient loyalty in the hospital environment. The research also aims to provide insights into key factors influencing patients' decisions to revisit healthcare services Method: Using a systematic review approach following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines, the study conducted searches on Scopus and Google Scholar databases, considering articles published between 2018 and 2023. Twelve articles meeting inclusion criteria were identified and analyzed Result: Research findings indicate a positive correlation between specific elements of the marketing mix and patient loyalty, emphasizing their significance in influencing patients' decisions to reuse healthcare services. Key influencing factors include service performance, responsiveness, adherence to standard timelines, and advertising. Conclusion: The study confirms the importance of specific marketing mix elements in shaping patient loyalty in hospitals. Location, promotion, personnel, and physical evidence emerge as key elements for hospitals to focus on in enhancing patient loyalty. Practical recommendations are provided as guidance for hospital managers to improve these aspects and enhance the overall patient experience.

The Mediating Effect of Patient Satisfaction in The Effect of Service Quality on Patient Loyalty

Background: Pharmaceutical services are a form of health service that directly connects patients with pharmaceutical preparations. The quality of service greatly determines the level of patient satisfaction. Service quality and patient satisfaction are factors that influence patient loyalty. Method: The data analysis technique that will be used to test this research uses the Partial Least Square (PLS) method which is operated using SMARTPLS 4.0. Results: Service quality has a significant effect on patient satisfaction and patient loyalty, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty which is mediated by patient satisfaction. Conclusion: When a hospital provides better quality service than before, it will have an impact on high patient satisfaction and patient loyalty. The more positive patient satisfaction is, the more patient loyalty will increase. When service quality is improved, a positive perception of patient satisfaction arises, which can encourage increased patient loyalty.

ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON PATIENT LOYALTY AT BUNDA LIWA MOTHER AND CHILD HOSPITAL IN WEST LAMPUNG

Patient loyalty is an important factor that hospitals need to remain able to survive amidst increasingly fierce competition. For this reason, it is important to analyze the factors that influence patient loyalty, one of which is service quality. This research aims to evaluate the influence of various factors such as tangibility, responsiveness, assurance, empathy, and reliability on patient loyalty, exploring both their individual and combined effects. The theoretical framework guiding this study is based on principles of hospital management. Using a descriptive and verification analysis approach, quantitative data was collected through questionnaires distributed to 72 participants, selected through accidental sampling. Data analysis employed multiple linear regression analysis conducted with SPSS 26 software. The results of the descriptive analysis revealed that TERRA at RSIA Bunda Liwa West Lampung was rated as good to excellent, with average scores for Tangible (4.35), Empathy (4.25), Responsiveness (4.28), Reliability (4.28), and Assurance (4.45). Patient Loyalty (4.30). The verification analysis demonstrated a significant and positive correlation between tangibility, empathy, responsiveness, reliability, assurance and patient loyalty when considered individually. Moreover, when considered collectively, these factors were found to collectively exert a positive and significant impact on patient loyalty.

Determinants of Patient Loyalty in Inpatient Care Services in Mothers and Children's Hospital

The decrease in the number of patient visits indicates low satisfaction and loyalty. RSIA BUNDA Semarang has experienced a decline in inpatient visits in recent years. The research objective is to analyze the influence of customer value, relationship marketing, and customer experience on their satisfaction and loyalty. This is quantitative research with a cross-sectional approach. Data were collected by interviews using questionnaires with 244 respondents. Data analysis uses the Structural Equation Modeling (SEM) test to test the influence between variables. The research results show that patient loyalty is not influenced by satisfaction, but is directly influenced by relationship marketing and customer experience variables, while satisfaction is influenced by customer value and customer experience. Patient satisfaction is not proven to be a mediator between customer value, relationship marketing, and customer experience in influencing patient loyalty. Mapping patient characteristics is an important step in understanding patient needs so that they can provide a positive experience for the services they receive, including building good customer relationships to create perceptions of positive value and trust

Factors that Affecting Patient Loyalty in Hospital

Background: Consumer loyalty has an important role in the progress of a company, both service and goods companies. Loyal customers are an important asset for companies to win the competition in doing business. One company that must always have loyal customers is a hospital. As a company that has a health orientation, hospitals need to pay attention to things that affect patient loyalty. Objectives: this study was conducted to identify any factors related to or influencing patient loyalty in the hospital Methods: the method used is a literature review by applying the PRISMA protocol. Data sources and references are collected online through Google Scholar, SAGE, and ResearchGate. The inclusion criteria are articles published in the period 2017-2022, original research, full text, and open access. Discussion: Patient loyalty in hospitals can be influenced by several things, namely service quality factors, marketing mix factors consisting of price elements, product elements, promotional elements, process elements, and people elements, as well as patient satisfaction factors. Conclusions: Service quality, marketing mix and patient satisfaction have a significant relationship to patient loyalty in the hospital

The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital

One of the most essential things in the success of a service besides the value of satisfaction is customer loyalty. Loyalty here is an indicator of how many customers want to promote our services without us asking, while repeated visits from customers make customers happy and proud to use our services. This study aimed to measure the value of Customer Satisfaction, Loyalty, and External Service Quality. This study used secondary data, totaling 356 patients who completed a customer satisfaction survey at Surabaya Islamic Hospital. This study showed that the characteristics of the patients at the Surabaya Islamic Hospital were particularly women aged <25 years with a BPJS patient guarantor who lived 5-10 km and had known the Surabaya Islamic Hospital for > 20 years, while in the external service quality customer assessment which included product, organizational image, safety, empathy, reliability, responsiveness at Surabaya Islamic Hospital was good and there was a relationship between External service quality and satisfaction significantly influence patient loyalty at Surabaya Islamic Hospital.

The Influence of Relationship Marketing on Patient Loyalty Mediated by the Value Co-Creation Behavior of Patients at the Dental and Oral Education Hospital in Jakarta

This study aims to analyze the influence of relationship marketing on patient loyalty mediated by the value co-creation of patient behavior which is divided into patient participation behavior and patient citizenship behavior in patients of the Educational Dental and Oral Hospital (RSGMP) in Jakarta. The data collection technique method uses non-probability sampling with a purposive sampling method. The respondents of the study as many as 310 people were patients who had received dental and oral care at least 2 times in the last 2 years at the RSGMP in Jakarta. The questionnaire was distributed via google form containing 31 statements answered based on five Likert scales. The analysis method used in this study is the Structural Equation Model (SEM). The results showed that relationship marketing has a positive effect on patient participation behavior and patient citizenship behavior. Patient participation behavior does not positively influence patient loyalty, but patient citizenship behavior has a positive effect on patient loyalty. Relationship marketing has a positive influence on patient loyalty. In addition, in the mediation variable, it was found that patient participation behavior does not have a mediating influence between relationship marketing on patient loyalty, while patient citizenship behavior has a partial mediation influence.

Factors of Services Quality that Influence Patient Loyalty at Muslim Friendly Hospital: A Malaysian Perspective

Malaysia’s healthcare industry’s demand is increasing, especially in Islamic medical care, and continues to be growing with chances for improvement and innovation in diagnoses and medical treatment. Even though a window of an opportunity is rapidly growing, the medical care quality offered to patients in Malaysia’s Muslim-friendly hospital remains inadequate because of unarticulated patient needs. The objective of this investigation is to measure service quality factor’s towards patient loyalty in Malaysia’s Muslim-friendly healthcare sector. 260 survey questionnaires were distributed between inpatients and outpatients. All patients must receive services of at least one day at hospital in Kumpulan Berhad Johor (KPJ). 250 surveys were received and analyzed using SPSS 25. On one hand, patients at KPJ are not really aware about the doctors and nurses Islamic knowledge for medical practices since the majority of respondents are from a younger generation. Furthermore, Malaysian healthcare services face some problems in Muslim-friendly hospital medical treatment principles because of multi-cultural religion and various medical personnel religious backgrounds. Research findings provide an insight for SERVQUAL model and practical implication of Muslim friendly hospital.

Impacts of service quality, brand image, and perceived value on outpatient's loyalty to China's private dental clinics with service satisfaction as a mediator.

This study explores the effects and influence paths of service quality, brand image, perceived value, and service satisfaction on outpatients' loyalty to China's private dental clinics. A cross-sectional survey study was conducted in Dongguan City, Guangdong Province, China in January 2019. The participants were selected using the convenience sampling method. Of the 230 residents surveyed, 125 had received services in private dental clinics, being the valid sample of this study. A multiple linear regression model was used in exploring factors influencing patient loyalty. Subsequently, the path analysis was used in investigating the relationships among service quality, brand image, perceived value, patient satisfaction, and patient loyalty. After the effects of demographic and socioeconomic variables were controlled, perceived value and patient satisfaction showed significant influences on patient loyalty. Path analysis indicated that perceived value, perceived quality, and expected quality have direct effects on patient satisfaction and have indirect effects on patient loyalty, and patient satisfaction is a mediator. Perceived service quality influences patient loyalty through the effect of patient satisfaction, which plays a key role in promoting patient loyalty. This study implies that managers in private dental clinics can gain support from customers by building customer loyalty toward dental clinics.

Obstetrics services in Malaysia: factors influencing patient loyalty

PurposeThis study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia.Design/methodology/approachA total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018.FindingsResults show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly.Practical implicationsThe outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry.Originality/valueThis paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between customers and service providers The purpose of this study was to explore the mechanism of pharmacy services, patient emotions, satisfaction and trust in influencing patient loyalty. In addition, determines the mediating role of emotional factors, satisfaction and trust. A cross sectional survey has been conducted in outpatient department. The purposive sampling method were used in this study. A total of 300 respondents from six referral hospitals were interviewed. The partial least square-structural equation modelling (PLS-SEM) approach were performed to data analysis. Pharmacy service has a significant effect on positive emotions, satisfaction and trust. The satisfaction has a positive effect on trust and patient loyalty. Trust has a significant influence on patient loyalty. Positive emotions has a positive effect on patient loyalty. Furthermore, positive emotions, satisfaction and trust have a full mediating role. The satisfaction has a partial mediating effect in the relationship between pharmacy service and trust. Trust has a partial mediating effect in the relationship between satisfaction and patient loyalty. Pharmaceutical services have an indirect effect on patient loyalty. These findings emphasize the importance of the pharmaceutical services contribution in building relationships with patients.

Factors influencing patient loyalty to outpatient medical services: an empirical analysis of the UAE's government healthcare system

PurposeThe aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government hospitals in the United Arab Emirates (UAE). The mediating impact of outpatient satisfaction on service quality, word of mouth (WoM), hospital image, outpatient–physician relationship and outpatient loyalty were tested.Design/methodology/approachThe sample data used to test the hypotheses were drawn from a pool of patients served by a government healthcare agency in Abu Dhabi. Questionnaires were provided to 418 participants using methods such as short message service, e-mail and face-to-face delivery. The data were analyzed using SmartPLS 3.3.2 software.FindingsThe results indicate that service quality, WoM and outpatient–physician relationship positively impact outpatient satisfaction and indirectly effect outpatient loyalty; that hospital image positively impacts outpatient satisfaction and loyalty and has a partially mediating effect on loyalty; that waiting time satisfaction has no effect on outpatient satisfaction and no moderating effect on the outpatient satisfaction–loyalty relationship and that switching cost has a positive effect on loyalty but no moderating effect on the outpatient satisfaction–loyalty relationship.Research limitations/implicationsThe first limitation of this study concerns the fact that only patients who had previously been served by these hospitals' outpatient units were included. Furthermore, the research was not able to obtain extensive findings related to the various factors that negatively impacted patient satisfaction and loyalty among all of the departments of government hospitals, such as inpatient care and emergency care.Practical implicationsCentered on the findings from this research, increasing switching costs would prevent patients from switching to other healthcare providers. Therefore, it has the potential to create a false loyalty or a hostage customer (Jones and Sasser, 1995). Additionally, making patients feel connected to their treatment plan and engaged in their care by developing a tool to maintain their enthusiasm about their health is important. It is therefore recommended that government hospital care providers and management consider providing online tools that patients can use to self-manage their care.Social implicationsThe results regarding patients' satisfaction level suggest several areas for improvement. The first pertains to waiting area entertainment and comfort because patients indicated that there is not enough entertainment or ways to pass the time when waiting for services. In addition to enhancing the entertainment and comfort of waiting areas, government hospital staff should maintain contact with patients who are waiting to ensure that they are aware of the time they will spend. Another area for improvement is the parking lot. During summer, patients prefer to walk less in the sun, which causes them to seek parking closer to the door. Government hospital management should consider different methods for transporting patients closer to the door, such as golf carts or valet services.Originality/valueThis is the first study to investigate the mediating impact of outpatients' satisfaction between its antecedents and loyalty in the UAE. These results provide an improved understanding of the factors influencing patient choices and establish more accurate methods for increasing patient loyalty to retain more patients.

The Satisfaction of health care products forming inpatients loyalty in Melati Husada Hospital Malang

Hospitals in Indonesia face a competitive global. Hospitals are required to maintain services for increasing patient satisfaction and adaption to the changing market. Service satisfaction that needs to be improved includes satisfaction with health care products, processes, and aftersales. The aim of the research is knowing the influence of satisfaction on health care products, processes, and aftersales to patient loyalty. The study was conducted at the Melati Husada Hospital in December 2018-January 2019. The research sample used was 82 inpatients with consecutive sampling techniques. Data were collected by distributing questionnaires and analyzed by using Partial Least Square (PLS). The result of PLS shows a positive and significant influence of satisfaction on health care products to loyalty. Health care processes and aftersales do not influence patient loyalty. Satisfaction in health care products is the most dominant satisfaction in forming patient loyalty.

Influence of Patient Experience and Hospital Image on Patient Loyalty in Meloy Public Hospital of Sangatta, East Kutai Regency

BACKGROUND: Patient experience is an indicator in measuring the quality of service by placing patients as the center of service in the hospital.
 AIM: This study aimed to analyze the effect of patient experience and hospital image on patient loyalty, as well as the influence of patient experience and hospital image on patient loyalty through patient satisfaction variables in Meloy Public Hospital of Sangatta.
 METHODS: The design of this study was analytic observational design with cross-sectional study approach. This research was conducted at Meloy Public Hospital of Sangatta, East Kutai Regency since May to July 2019. The sample of this study was 110 respondents. The samples were taken in each treatment class at hospital by proportional stratified random sampling. In this study we used a questionnaire and univariate, bivariate, and multivariate analysis using path analysis.
 RESULTS: Patient experience affected patient satisfaction, hospital image affected patient satisfaction, patient experience did not directly influence patient loyalty, hospital image directly affected patient loyalty, and patient experience and hospital image indirectly affected loyalty patient through patient satisfaction. To the Meloy Public Hospital of Sangatta to maintain the good image of the hospital in providing services to the patient experience is memorable so that the desire arises to reuse hospital services in the future.
 CONCLUSION: Based on research on the Influence of Patient Experience and Hospital Image on Patient Loyalty in Meloy Public Hospital of Sangatta, East Kutai Regency, researchers formulated the following conclusions: Patient experience influences patient satisfaction at the hospital. The image of the hospital has an effect on patient satisfaction at the hospital. Patient experience does not directly affect patient loyalty in the hospital. The image of the hospital has a direct effect on patient loyalty at the hospital. Patient experience and hospital image have an indirect effect on patient loyalty through patient satisfaction at the hospital.

Analysis of Factors Relating to Loyalty of Patients in Pertamina Bintang Amin Hospital Lampung in 2019

Background: Presentation of inpatient satisfaction of Pertamina Bintang Amin Hospital only reached 75%. The purpose of this study is to determine the factors associated with inpatient loyalty at Pertamina Bintang Amin Hospital Lampung in 2019. Method: This is a quantitative study with a cross sectional approach. The population in this study were all patients who used inpatient services in 2019. Sampling using accidental sampling technique with a sample of 196 respondents. Univariate, bivariate, and multivariate data analysis used multiple logistic regression tests. Results: Factors related to patient loyalty are gender, cost bearer, empathy, reliability, and hospital image with p-value (0.015; 0.000; 0.014; 0.007; 0.000). Factors not related to loyalty are age, job, and income. Reliability is the most dominant factor affecting the patients loyalty with OR 5.732. Conclusions : Reliability is the most dominant factor influencing patient loyalty. It is recommended to the hospital for training to improve human resources through increasing knowledge, skills and abilities.