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September 18, 2025Edunity Kajian Ilmu Sosial dan Pendidikan

The Influence of Service Quality and Brand Image on Patient Loyalty Mediated by Patient Satisfaction (An Empirical Study on Patients at “X” Hospital in East Bekasi)

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Authors

ARAlfa Tiara RambaLSLiem Bambang Sugiyanto

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Overview

Empirical study demonstrates significant effects of service quality and brand image on patient loyalty, highlighting satisfaction's mediating role.

Key Points

  • Service quality and brand image notably enhance patient satisfaction, contributing to greater patient loyalty.
  • Service quality is the most substantial factor influencing loyalty, with brand image also playing a critical role.
  • The study used a quantitative survey with 154 hospital patients, underscoring essential strategies for management improvement.
  • Findings suggest that enhancing both service quality and brand image can significantly boost patient satisfaction and loyalty.

Cite This Study

Ramba et al. (2025) studied this question.

synapsesocial.com/papers/68d434ea713b0b5dfea748e0https://doi.org/10.57096/edunity.v4i9.436
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1The Influence of Patient Satisfaction and Brand Image on Patient Loyalty with Patient Trust as a Mediator at Anna Medika Hospital2025
  2. 2Patient Satisfaction as a Mediator of Service Quality, Hospital Image, and Loyalty Among Participants of Indonesia’s BPJS Kesehatan Program2025 · 2 citations
  3. 3THE EFFECT OF SERVICE QUALITY, PATIENT RELATIONSHIP MANAGEMENT AND SERVICE FAIRNESS ON LOYALTY THROUGH PATIENT SATISFACTION OF TYPE B HOSPITALS IN DKI JAKARTA2025
  4. 4Analysis Of The Influence Of Brand Image and Patient Experience On the Impact Of Brand Image and Patient Experience On Patient Loyalty With Trust As a Mediating Variable in Private Insurance Inpatients at RS MRCCC Siloam Semanggi2025
  5. 5Service Quality and Cost of Care as Preferred Strategies for Patient Satisfaction and Loyalty: The Mediating Role of Brand Image and Perceived Value in Healthcare Services2025