The Effect of Service Quality, Patient Relationship Management and Service Fairness on Loyalty Through Patient Satisfaction of Type B Hospitals in Dki Jakarta
Quantitative analysis reveals patient satisfaction mediates service fairness and loyalty in type B hospitals.
Key Points
Service fairness positively impacts both patient satisfaction and loyalty, highlighting its critical role in healthcare.
In contrast, service quality does not influence patient satisfaction or loyalty in this setting, suggesting a gap in service delivery.
Patient relationship management significantly boosts loyalty despite lacking a direct effect on satisfaction, indicating its unique importance.
Mediation analysis shows patient satisfaction only serves as an intermediary between service fairness and loyalty, not with quality or relationship management.