This study examines how dental-practice related factors influence patient loyalty through the sequential mediating roles of patient experience and patient satisfaction in dental clinics, with implications for hypertension management. A quantitative cross-sectional survey was conducted among patients attending two franchise dental clinics in Depok, Indonesia. Data were collected using a structured self-administered questionnaire and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings reveal that facilities, dentist service, staff service, and safety significantly enhance patient experiences, while price fairness shows no significant effect. Patient experience strongly predicts satisfaction, which in turn drives patient loyalty. Mediation analysis confirms patient experience mediates the effects of facilities, dentist service, staff service, and safety on satisfaction, with satisfaction sequentially mediating the path to loyalty. These results have critical implications for hypertension patients, who often require regular dental visits alongside cardiovascular monitoring. Enhancing dentist-patient communication, staff responsiveness, safety protocols, and facility quality can improve treatment adherence and loyalty among hypertensive patients in dental settings. Unlike pricing, experiential and interpersonal factors primarily drive loyalty, supporting integrated hypertension-dental care models that prioritize patient-centered practices to sustain long-term engagement and health outcomes.
Hasan et al. (Sat,) studied this question.