The Influence of Hospital Trust and Service Quality to Patient Satisfaction and Loyalty

Abstract

The purpose of this paper is to analyse how trust and service quality influence satisfaction that lead to patient loyalty. This research used a quantitative methodology. In total, 100 patients participated from outpatient departement in referal center hospital of Central Java, Semarang, Indonesia. The data was collected using a survey method with a questionnaire. The data was analyzed using SEM with smartPLS3.0 software. The reserach demonstrated that hospital trust has no significant impact on patient satisfaction. However, the result also found that service quality has a positive influenced on patient satisfaction and patient satisfaction has a positive influenced on loyalty. This research was performed only in one healthcare service provider in Semarang so the result is less representative of the population in general. This study could be an input towards hospital managers to generate effective strategies in their effors to improve patient satisfaction and loyalty.