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Journal articles on the topic 'Patient satisfaction and patient trust demonstrate patient loyalty and satisfaction are directly linked to services'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

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 hosp

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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 loyalt

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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

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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 managi

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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 d

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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

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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

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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 pati

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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,

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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 e

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Sari, Primadiati Nickyta. "Influence of Service Waiting Time and Service Quality on Patient Satisfaction and Its Impact on Patient Loyalty: A Case Study at the Pediatric Polyclinic." Journal La Bisecoman 6, no. 2 (2025): 279–96. https://doi.org/10.37899/journallabisecoman.v6i2.2174.

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Patient satisfaction serves as a critical indicator in evaluating the quality of healthcare service delivery. This study stems from concerns regarding extended waiting times experienced by patients at the Pediatric Polyclinic of Indriati Hospital Boyolali, which are believed to contribute to diminished satisfaction and loyalty among service users. The primary objective of this research is to assess and map the influence of service waiting time and service quality on patient satisfaction, as well as to examine the subsequent impact on patient loyalty toward the healthcare institution. A quantit

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Marcela Betancur, Diana, Katerine Montoya Castañeda, and Juan Fernando Tavera-Mesías. "Correlational study of the factors that influence in the recommendation and loyalty of patients of aesthetic medicine Medellín Colombia, 2014." Cuadernos de Administración 33, no. 58 (2017): 3–17. http://dx.doi.org/10.25100/cdea.v33i58.4527.

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Aesthetic procedures have gained high relevance within health services offer, becoming consolidated as an attractive market that requires assessment in order to improve its services and thus attracting and keeping its users. This research identified the factors that influence processes of recommendation and loyalty produced within the medic-patient relationship in aesthetic medicine, among which the quality of the relationship, trust, satisfaction and perceived value are addressed. Afterwards, a model of relationships among constructs was proposed, which is contrasted against a sample of 391 p

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13

Wulandari, Ririn, I. Putu Doddy, and Lasmi Indaryani. "Measuring the impact of healthcare service quality of hospitals on customer satisfaction." Corporate and Business Strategy Review 5, no. 1, special Issue (2024): 336–45. http://dx.doi.org/10.22495/cbsrv5i1siart8.

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Various studies have been conducted to measure the level of service provided by an institution or service, including hospitals, in order to determine the level of customer satisfaction. The purpose of this research is to assess the role of the quality of services offered by a hospital in predicting customer satisfaction. This study was conducted at Bunda Purwokerto Hospital. The participants consisted of 380 samples. Hypothesis testing using the Smart PLS method yielded an R-square value of 0.413 for the customer satisfaction variable. The results of H1 revealed a favourable influence on the s

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14

Rohimakumullah, Muhammad Al Assad, Hanna Wisudawaty, Muhammad Sufyan Abdurrahman, Haria Saputry Wahyuni, and Zayyin Abdul Quddus. "In-Depth Analysis of Patient Experiences Through Health Communication." EKSPRESI DAN PERSEPSI : JURNAL ILMU KOMUNIKASI 8, no. 1 (2025): 13–23. https://doi.org/10.33822/jep.v8i1.9443.

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Communication in the health industry can influence patient satisfaction. Patient satisfaction is an essential factor that can stimulate changes in healthcare quality through temporary patient-centred policies that communicate patient engagement in treatment decisions. However, patient satisfaction is challenging to define broadly, and satisfaction surveys do not often represent patient expectations. Numerous hospital customer satisfaction studies do not guarantee the outcomes of customer satisfaction questionnaires that deeply examine patients' perspectives on their intended goals or objective

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Ulucayli, Saime, Kemal Cek, and Adile Oniz. "The Effect of Service Quality on Patient Citizenship Behaviors: Evidence from the Health Sector." Healthcare 11, no. 3 (2023): 370. http://dx.doi.org/10.3390/healthcare11030370.

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Background: Nowadays, health organizations seek to bring innovations to their services to stand out in competition with their rivals by improving service quality (SQ), encouraging patients to always make the same organizational choices, and enhance the behavior of patient citizenship. Objective: This study aims to determine the mediating role of patient satisfaction (PS), patient loyalty (PL), and employee responsiveness (ER) between the service quality and patient citizenship behaviors (PCB). Methods: In order to test the proposed hypotheses, quantitative research methods were utilized; cross

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16

Dadang Ibrahim, Endang Ruswanti, and Eri Yudhya Mulayani. ""Increasing Patient Loyalty: The Role Of Service Reliability, Brand Image, And Price With Integrity As The Key At The Executive Polyclinic Of Afiat PMI Bogor Hospital"." Jurnal Praba : Jurnal Rumpun Kesehatan Umum 2, no. 3 (2024): 52–66. http://dx.doi.org/10.62027/praba.v2i3.152.

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Business Aspects In the current era of globalization, hospital management is inevitable, this is also faced by PMI Bogor Hospital which is a class B private hospital located in the middle of Bogor City. Assessing the results of Google reviews until January 2024, PMI Hospital Bogor received a Rating rating of 3.7 out of 5.0, which means that the level of trust and patient satisfaction with PMI Bogor Hospital's services is still low. data on repeat visits of old patients at the Afiat polyclinic which reflects a cumulative decrease in patient loyalty, which is around 1-2% in 2023 compared to the

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17

Pavliv, Igor, and Oleksandr Lozytskyy. "Developing an evaluation framework for medical professionals using QMS." Vìsnik Nacìonalʹnogo unìversitetu "Lʹvìvsʹka polìtehnìka". Serìâ Ìnformacìjnì sistemi ta merežì 17 (June 2025): 61–74. https://doi.org/10.23939/sisn2025.17.061.

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The quality of medical services plays a crucial role in public health, directly affecting patient well-being, trust in healthcare institutions, and overall treatment outcomes. Despite advancements in medical technology and treatment methodologies, ensuring consistent, object- tive, and comprehensive evaluations of medical professionals remains a significant challenge. Existing quality assessment methods often focus on retrospective case reviews and financial management aspects, failing to provide real-time, data-driven insights into physician com- petence, continuous professional development,

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18

Alghamdi, Mohammad Abdulrhman Mohammad, Talal Saeed Al Shehri, Mohammed Mishal Hamoud Alnihier, Abdullah Hebni Ali Alshahri, MOHAMMED HAMOUD ALWAKED, and Nawaf Mithqal Saleh Alshammari. "The Significance of Enhancing Health Workers' Skills and Knowledge in Driving Positive Patient Experiences." International Journal of Religion 5, no. 2 (2024): 598–608. http://dx.doi.org/10.61707/3t59q326.

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With increasing attention to health service quality and patient satisfaction in recent times, the patient-physician relationship is rapidly growing in significance and attention. One substantial area of focus is reducing communication faults and saving patients from harm, which involves improving the patient experience during hospitalization. Enhancing health workers' skills and knowledge plays a substantial role in driving positive patient experiences. According to the Saudi Arabia National Quality of Health System Report, evidence-based, high-quality care and patient satisfaction are in focu

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19

Rajagopala, L., M. Ford, M. Jasim, et al. "OP0009-PARE SUCCESSFUL PATIENT EDUCATION ON COVID-19 VACCINE SAFETY IN A LARGE RHEUMATOLOGY COHORT USING INTERACTIVE MOBILE-PHONE VIDEO TECHNOLOGY: CONTEXT, RESULTS, AND NEXT STEPS." Annals of the Rheumatic Diseases 80, Suppl 1 (2021): 5–6. http://dx.doi.org/10.1136/annrheumdis-2021-eular.1778.

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Background:There are reported concerns of patient misunderstanding of the COVID-19 pandemic and vaccination safety. It is particularly important that these are understood in patients taking complex immunusuppressive therapies. Rapid delivery of targeted and up-to-date video messages from clinicians sent directly to patients could address patient uncertainty, and improve COVID-19 vaccination uptake. Innovative SMS (short message service) based video message has already shown promise in delivering COVID-19 information to patients [1]. We present our experience in creating a tailored vaccine info

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20

Mujiyanti, Sri, Rosmayasari ., Ani Haryani, and Dina Rahmawati. "Interpersonal Communication Skills of Nurse and Patient Satisfaction in Outpatient Unit." KnE Social Sciences, August 4, 2023. http://dx.doi.org/10.18502/kss.v8i14.13840.

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Interpersonal communication skills are one of the important things in nursing care. These skills mediate patient and nurse trust. Trust in health services is also stated as a factor that mediates patient loyalty to health services. Satisfaction is not always directly related to loyalty but its mediated by trust. This research aimed to identify a correlation between the interpersonal communication skills of nurses with the satisfaction of outpatients in hospitals. The research design used was a cross-sectional analytic design. Total 100 respondents in the outpatient unit were recruited using cl

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21

Putra, Putu Aditya, and I. Gusti Ngurah Putra Suryanata. "SINERGI HALODOC DALAM MUTU PELAYANAN RUMAH SAKIT DI MASA PANDEMI COVID 19." E-Jurnal Ekonomi dan Bisnis Universitas Udayana, April 16, 2021, 211. http://dx.doi.org/10.24843/eeb.2021.v10.i04.p04.

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One of the developments in information system technology in the health sector via the internet is E-health. The Medical Teleconsultation solution offered is very helpful for the Indonesian health system in screening patients with a risk of Covid 19. Halodoc is the number 1 health application in Indonesia. The purpose of this study was to determine the Halodoc synergy in the quality of hospital services on patient satisfaction, trust, and loyalty. This research was conducted in a type c hospital in collaboration with Halodoc in Denpasar, namely Surya Husada Hospital and Bali Royal Hospital. Tak

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22

Sride, Phorndara, and Weerapong Pounglek. "The Influence of Service Quality, Brand Trust, and Customer Satisfaction Affecting Brand Advocacy of Government Hospitals in Bangkok." Journal of Business, Innovation and Sustainability (JBIS) 20, no. 2 (2025). https://doi.org/10.71185/jbis.2025.276635.

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This research aims to investigate service quality, brand trust, and customer satisfaction towards service ofgovernment hospitals in Bangkok, along with the predictive ability of these factors on brand advocacy for these hospitals. Data were collected from 320 respondents. The findings reveal that service quality and customer satisfaction significantly influence brand advocacy, whereas brand trust does not demonstrate a statistically significant effect in this context. These results underscore the crucial role of actual service experience in fostering brand advocacy, particularly in systems whe

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23

"Investigating The Brand Loyalty of Patients to Medical Centers in Taiwan." Asian Journal of Research in Business and Management, October 1, 2022. http://dx.doi.org/10.55057/ajrbm.2022.4.3.40.

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Background: The aim of this study is to provide a reliable model to analyze the patients’ loyalty behavior while having services provide by medical centers in Taiwan. We focus on the health knowledge level of patients, combined with other significant factors such as transition cost, perceived quality, brand trust, risk perception and customer satisfaction, trying to clarify the relationship between critical factors. Methods: A total of 120 questionnaires were collected. This study adopted technology acceptance model (TAM). This study tested the relationships among computer self-efficacy, compu

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Roshan, Shinde, and Zatkar Ashish. "Marketing and Management in Healthcare." April 6, 2025. https://doi.org/10.5281/zenodo.15185314.

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Marketing and Management in Healthcare.   Guided by :- Moldoev M.I.Sir From :- Roshan Sampat Shinde, Ashish Ravindra Zatkar (3rd year Group -32)   Abstract  Healthcare is one of the most critical sectors globally, impacting millions of lives daily. However, managing healthcare services and marketing them effectively is a complex task. With increasing competition, technological advancements, and patient expectations, healthcare organizations must adopt strong marketing and management strategies to stay relevant.   This article explores the key concepts of healthcare mar

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