The Impact of Perceived Service Quality, Trust, and Hospital Image on Patient Satisfaction and Patient Loyalty

Purnamaningsih, Purnamaningsih (2024) The Impact of Perceived Service Quality, Trust, and Hospital Image on Patient Satisfaction and Patient Loyalty. South Eastern European Journal of Public Health, XXV (2024). pp. 2783-2798. ISSN 2197-5248

Text The Impact of Perceived Service Quality, Trust, and Hospital Image on Patient Satisfaction and Patient Loyalty.pdf Available under License Creative Commons Attribution Non-commercial No Derivatives. Download (4MB)

Abstract

The objective of this study is to examine the impact of perceived service quality, trust, and hospital image on patient satisfaction and patient loyalty. A quantitative methodology was used in the research design. The study’s hypotheses were assessed by applying Structural Equation Modelling-Partial Least Squares (SEM-PLS). The data were collected using Google Forms, with 233 responses. The study found that trust and hospital image have a significant impact on patient satisfaction. However, perceived service quality does not significantly influence patient satisfaction. Another finding indicated that trust and hospital image do not significantly influence patient loyalty. Nonetheless, perceived service quality and patient satisfaction are essential determinants of patient loyalty. This study adds significantly to the current literature in the healthcare services sector along with academicians by demonstrating the relationship between perceived service quality and patient satisfaction as factors influencing patient loyalty. This study provides valuable insights for hospital managers to develop and implement effective strategies for delivering high-quality healthcare services to patients.

Item Type:	Article
Creators:	Purnamaningsih, Purnamaningsih
Contributors:
Keywords:	Perceived Service Quality, Trust, Hospital Image, Patient Satisfaction, Patient Loyalty
Subjects:	300 Social Sciences > 360 Social problems and social services > 362 Social problems of and services to groups of people (Incl. Hospital Management)
Divisions:	Faculty of Business > Management
Date Deposited:	16 Mar 2026 02:04
URI:	https://kc.umn.ac.id/id/eprint/45352

Actions (login required)

View Item