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August 20, 2025International Journal of Applied Business and International ManagementOpen Access

Patient Satisfaction as a Mediator of Service Quality, Hospital Image, and Loyalty Among Participants of Indonesia’s BPJS Kesehatan Program

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Authors

LWLuh Putu WidiartiIWI Wayan WidnyanaNMNi Wayan Eka Mitariani

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Overview

Quantitative analysis reveals service quality and hospital image improve patient satisfaction and loyalty.

Key Points

  • Patient satisfaction significantly mediates the relationship between service quality and loyalty, enhancing patient retention.
  • The study found that high service quality and a strong hospital image positively influence patient satisfaction and loyalty.
  • Using Structural Equation Modeling, data from BPJS participants highlighted meaningful relationships among key variables.
  • These insights help hospital administrators develop effective strategies for improving service quality and fostering loyalty in patient care.

Cite This Study

Widiarti et al. (2025) studied this question.

synapsesocial.com/papers/68af4959ad7bf08b1ead5420https://doi.org/10.32535/ijabim.v10i2.4005
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