Determinants of Patient Loyalty in a Regional Hospital: The Impact of Satisfaction, Image, and Trust
DOI:
https://doi.org/10.61963/jpkt.v3i1.99Keywords:
Satisfaction, Image, TrustAbstract
This study examines the key factors influencing patient loyalty at RSU Dr. R.M. Djoelham Binjai, focusing on patient satisfaction, hospital image, and trust. The purpose is to determine how these factors impact patients' intentions to return for future healthcare services. A quantitative research design was employed, using a cross-sectional analytical survey conducted on 93 inpatients from Super VIP, VIP, and Class 1 rooms. Data were collected through structured questionnaires and analysed using univariate, bivariate, and multivariate methods to explore the relationships between satisfaction, image, trust, and revisit intentions. The results demonstrate that higher patient satisfaction significantly increases the likelihood of returning to the hospital. A positive hospital image also plays a crucial role in fostering patient trust, which further enhances revisit intentions. The multivariate analysis confirms that patient satisfaction is the most significant predictor of loyalty, followed closely by trust and hospital image. In conclusion, the study highlights the importance of maintaining high service quality, a positive hospital image, and strong patient trust to enhance patient loyalty. Hospital management should focus on these areas to improve patient retention and ensure ongoing patronage.
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Register's spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Register permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Register on distributing works in the journal and other media of publications. Unless otherwise stated, the authors are public entities as soon as their articles got published.
4. Rights of Authors
Authors retain all their rights to the published works, such as (but not limited to) the following rights;
Copyright and other proprietary rights relating to the article, such as patent rights,
The right to use the substance of the article in own future works, including lectures and books,
The right to reproduce the article for own purposes,
The right to self-archive the article (please read out deposit policy),
The right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal (Register: Jurnal Ilmiah Teknologi Sistem Informasi).
5. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Register will not be held liable for anything that may arise due to the author(s) internal dispute. Register will only communicate with the corresponding author.
6. Royalties
Being an open accessed journal and disseminating articles for free under the Creative Commons license term mentioned, author(s) aware that Register entitles the author(s) to no royalties or other fees.
7. Miscellaneous
Register will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Register's editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
