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Academic literature on the topic 'Patient satisfaction and patient trust demonstrate patient loyalty and satisfaction are directly linked to services'
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Journal articles on the topic "Patient satisfaction and patient trust demonstrate patient loyalty and satisfaction are directly linked to services"
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Ghulam, Mustafa Noman Ul Haq Aqeel Nasim *. Maria Tahir Sohail Riaz. "ASSESSMENT OF PATIENT'S SATISFACTION WITH PHARMACEUTICAL SERVICES AND HEALTHCARE FACILITIES IN TERTIARY CARE HOSPITALS QUETTA, PAKISTAN." Indo American Journal of Pharmaceutical Sciences 04, no. 11 (2017): 4435–42. https://doi.org/10.5281/zenodo.1065094.
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Patient satisfaction assessment is regarded as a major pointer of the quality of the pharmacy services patients received in the tertiary care hospitals Quetta. This study was set out to evaluate patient satisfaction with pharmaceutical services. The evaluation of various literatures supports the level of patient satisfaction in various studies. A critical but defective situation in healthcare is that patient satisfaction has not been taken seriously enough; patient satisfaction and patient trust demonstrate patient loyalty and satisfaction are directly linked to services, recommending the hospital and their willingness to pay the bill. A Cross sectional descriptive study led in tertiary care hospitals of Quetta to determine the patient satisfaction with pharmacist and pharmacy services. This study was done in different government hospitals in Quetta city of Pakistan. The prime results pf current study specified that persons with middle to low or no income were not pleased with pharmacy facilities. It designates that facilities related to exact medications, particularly their obtainability, information on side effects, storage, predictable consequences from the medicines and other were accountable for the lower level of satisfaction this was consistent with studies where they have similar response. Keywords: Pharmaceutical services; Satisfaction; Hospital and Expectations
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Parmana, Anang Dwi, Vip Paramarta, and Yafanita Izzati Nurina. "Factors Affecting Patient Satisfaction and Patient Loyalty in Hospitals." International Islamic Medical Journal 6, no. 2 (2024): 54–63. https://doi.org/10.33086/iimj.v6i2.6535.
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Introduction: In response to the demand for high-quality services, healthcare providers are faced with an increasing number of hospitals in Indonesia, which encourages competition to offer these services. Patient satisfaction, influenced by their expectations and experiences of the services received, is a key indicator in evaluating service quality. Additionally, patient loyalty is established through their trust in the hospital and contributes to the sustainability of healthcare services. Objective: This literature review aims to identify factors that play a role in influencing patient loyalty and satisfaction. Methods: The inclusion criteria are articles published between 2020 and 2024, research conducted in hospitals, with open access and full text. The article selection process resulted in seven articles that will be examined further. Results: Service quality (tangible, reliability, responsiveness, assurance, and empathy), trust, and hospital image have a positive influence on patient satisfaction and loyalty. Furthermore, patient satisfaction plays a crucial role in directly reinforcing patient loyalty. Therefore, improving service quality and establishing a good hospital image is essential not only to satisfy patients but also to ensure the sustainability and competitiveness of the hospital amid increasingly fierce competition in healthcare service provision. Conclusions: The findings of this study indicate that hospital image and service quality have a positive influence on patient loyalty and satisfaction.
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Yuniarti, Christina Ary, Wachid Dachirin, Namira Isthi Afiya, and Adinda Mutiara Cahaya Insani. "Analysis of Patient Satisfaction Level Towards Services." Indonesian Journal of Global Health Research 7, no. 2 (2025): 769–80. https://doi.org/10.37287/ijghr.v7i2.5744.
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Patient satisfaction is an essential indicator of healthcare quality, directly linked to trust and patient loyalty. This study aims to analyze patient satisfaction levels toward the services provided at Kembang Arum Clinic, Kalipancur, Ngaliyan District, Semarang City. A quantitative approach was employed using a survey design, with data collected through questionnaires covering five dimensions of satisfaction: tangibles, reliability, responsiveness, assurance, and empathy. Data were gathered from a sample of patients within a specified period and analyzed descriptively. The findings indicate the highest satisfaction levels in the empathy dimension (74.6%) and reliability (66%), while the assurance dimension had the lowest satisfaction level (58.33%). Certain aspects, including waiting times and physical facilities, require improvement to enhance service quality. The conclusion highlights the need for improved medical facilities and better time management to ensure higher patient satisfaction levels.
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Cahyanti, I. Gusti Ayu Tania Dwi. "The Effect of Trust and Satisfaction on Outpatient Patient Loyalty at Hospital X." Eduvest - Journal of Universal Studies 4, no. 11 (2024): 10773–83. https://doi.org/10.59188/eduvest.v4i11.44767.
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This study aims to examine the impact of patient trust and satisfaction on patient loyalty at Hospital X in Semarang. The research employs a quantitative method with a cross-sectional approach, where data were collected through questionnaires distributed to outpatient medical patients. The results show that both patient trust and satisfaction play significant roles in shaping patient loyalty at the hospital. Patient who are satisfied with the services provided and have a high level of trust in the medical staff tend to exhibit stronger loyalty. These findings highlight the importance of managing patient trust and satisfaction as key factors in building patient loyalty within the hospital. In conclusion, improving quality of service that enhances patient trust and satisfaction will directly contribute to increased patient loyalty to the hospital.
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Nurfitriani and Nurul Nurul Hidayah Nur. "The Influence of Service Quality on Patient Loyalty Through Patient Satisfaction at Beriman Hospital, Balikpapan City." Journal of Engineering Science and Technology Management (JES-TM) 4, no. 2 (2024): 108–16. https://doi.org/10.31004/jestm.v4i2.221.
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Customer loyalty is a key factor in a company’s success and profitability, driven by satisfaction and trust. Service quality is essential in achieving patient satisfaction, which in turn fosters loyalty. This study examines the effect of service quality on patient loyalty through satisfaction at Faith Hospital in Balikpapan City. Using a quantitative cross-sectional design, the research involved 378 outpatient respondents. The findings reveal a direct positive effect of service quality on patient satisfaction, indicating that improved service enhances satisfaction. Similarly, service quality directly influences patient loyalty, meaning better services encourage repeat visits. Patient satisfaction also directly impacts loyalty, showing that higher satisfaction strengthens loyalty. Additionally, an indirect effect exists, where service quality boosts loyalty by increasing satisfaction. The study recommends that hospital management maintain and enhance service quality to improve patient satisfaction and loyalty. Specific improvements include optimizing waiting room comfort, maintaining cleanliness, expanding parking areas, and reducing service wait times. Creating a positive first impression during visits is also crucial for long-term patient commitment. These measures can strengthen loyalty, ensuring patients continue choosing the hospital for future healthcare needs. By prioritizing service quality and patient satisfaction, Faith Hospital can foster lasting loyalty, supporting its long-term success and profitability.
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Palupi, Hanna Susila Ningsih, and Nora Andira Brabo. "The Influence Of Trust And Service Quality On Patient Loyalty With Satisfaction As A Mediating Variable: A Case Study Of Patients At Bogor Senior Hospital (BSH)." Jurnal Ilmiah Multidisiplin 4, no. 03 (2025): 01–10. https://doi.org/10.56127/jukim.v4i03.1981.
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This study aims to analyze the influence of trust and service quality on patient loyalty with patient satisfaction as a mediating variable at Bogor Senior Hospital (BSH). The research employed a quantitative explanatory approach with a sample of 232 patients selected using simple random sampling. Data collection was conducted through structured questionnaires, and data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0. The results show that service quality significantly influences patient satisfaction, while trust does not. Trust has a significant positive effect on patient loyalty, but service quality does not directly influence loyalty. Patient satisfaction significantly impacts loyalty and mediates the relationship between service quality and loyalty. These findings highlight that enhancing service quality and building patient satisfaction are critical strategies for fostering loyalty in healthcare services.
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Abbas, Fatimah, Ansar, and Tajuddin Malik. "Quality Of Service, Patient Safety, and Patient Trust in Patient Loyalty." Journal of Indonesian Scholars for Social Research 3, no. 1 (2023): 8–17. http://dx.doi.org/10.59065/jissr.v3i1.52.
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The services in question are health services that are fast, precise, cheap, and friendly. With the increasing safety of hospital patients, public trust in hospital services is also hoped to increase. Patient safety is a top priority to be implemented related to the issue of quality and hospital image. This kind of research is known as descriptive qualitative research, and rather than being reported in the form of statistics, the findings are described verbally and shown visually. A technique of study known as qualitative research gathers descriptive data from persons in the form of written or spoken words and data collected by watching their behavior. Understanding different data-collection tactics enable researchers to get data, assuming that the strategy displays an abstract. It is not feasible to physically materialize it into objects that can be seen, yet, it is possible to demonstrate it via their application. The results show that implementing quality services is very important in this era of competition. The higher the service quality, the more satisfied service recipients will be. Service quality in this era is an essential factor and is one of the keys to competitive advantage in marketing. Service quality can be used to measure customer satisfaction with the company. Improving the quality of health services, service quality, and patient satisfaction are indicators of service delivery success in hospitals.
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Hapsari, Kanya, Ayun Sriatmi, and Apoina Kartini. "Determinants of Patient Loyalty in Inpatient Care Services in Mothers and Children's Hospital." Jurnal Penelitian Pendidikan IPA 9, SpecialIssue (2023): 1023–31. http://dx.doi.org/10.29303/jppipa.v9ispecialissue.7020.
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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
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Widiastuti, Widiastuti, Setyabudi Indartono, and Nurus Sa'adah. "Islamic Service Quality and Patient Loyalty: Investigating the Role of Satisfaction in Healthcare Contexts." Society 12, no. 2 (2024): 538–55. https://doi.org/10.33019/society.v12i2.723.
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This study examines the mediating role of patient satisfaction in the relationship between Islamic service quality and patient loyalty at the General Hospital of Welfare Development Unit Muhammadiyah Bantul (Rumah Sakit Umum Pembina Kesejahteraan Umat Muhammadiyah Bantul), addressing concerns over declining patient visits. Using a survey of 150 respondents and Partial Least Squares-Structural Equation Modeling (PLS-SEM), the results indicate that tangible dimensions of Islamic service quality do not significantly affect satisfaction or loyalty. However, reliability, responsiveness, assurance, and empathy positively and significantly influence both outcomes. Patient satisfaction does not mediate these effects, suggesting that patients directly value the integration of Islamic principles in service delivery. These findings emphasize the critical role of culturally aligned healthcare services in building trust and loyalty, offering insights for policymakers and healthcare practitioners to develop inclusive and patient-centered service strategies aligned with societal and religious values.
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Prakoeswa, Cita Rosita Sigit, Nur Hidayah, and Arlina Dewi. "A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia." Open Access Macedonian Journal of Medical Sciences 10, F (2022): 655–64. http://dx.doi.org/10.3889/oamjms.2022.10100.
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Background: Customer loyalty is identified as a critical component of a company's success and profitability including in hospitals. Customer loyalty can only be accomplished if the company can provide high-quality services. The purpose of this study was to understand the influence or factors behind patient loyalty. Methods: Systematic literature review methods were used to process articles found in various journals and databases such as Elsevier, NCBI, Lancet, Springer, Nature, Taylor and Francis, ProQuest, Emerald, JSTOR, Web of Science, and GARUDA SINTA (the Science and Technology Index of expertise in Indonesia). Results: The initial search resulted in 1.174 (1 duplicated) and 1.173 were screened based on title and abstract. Finally, 29 articles were included for review regarding inclusion and exclusion criteria. The finding shows that concern for medical staff, perceived value, price, trust, treatment effectiveness, Service Quality, Interaction, Infrastructure, Process, and brand image, consequently affect patient satisfaction and loyalty. Those factors as an intervening variable in patient loyalty. Conclusion: In general, hospital health workers' competency, tangible factors (facilities), communication, punctuality in work (responsiveness), patient waiting time (facility satisfaction and responsiveness), queuing system, drug availability (price factor, facility satisfaction), providing information to clients (trust and communication, guarantees), equal treatment for uninsured patients, and complaint system for clients (Hospital Image) impact patient loyalty directly or indirectly.