PATIENTS’ SATISFACTION AND LOYALTY AFFECT THE QUALITY OF HEALTHCARE SERVICES (A CLINICAL STUDY ON PATIENTS IN INDONESIA)

Abstract: Related to the success of the healthcare services industries such as clinics, patients' satisfaction was one of the important keys to the success of a clinic. With satisfaction received by the patient, it was expected they will return for treatment at the same place. Patients' satisfaction, a modality to get more patients and their loyalties influence the profit received by the clinic. However, the satisfactions that will impact on loyalty have certainly inseparable from the quality of services provided. Clinical management was required to provide the best service to patients, which in reality the quality of service was still lacking in meeting the expectations of its patients. The purpose of this study will determine the effect of healthcare service quality on patient loyalty through patient satisfaction as moderating variable. Respondents used were 170. Data were analyzed using Structural Equation Model (SEM). The results of this study refer to the quality of healthcare services in the clinic affected patients' satisfaction, the service quality of the clinic influenced patients' loyalty, and patients' satisfaction influenced patients' loyalty.

Keywords: Service Quality, Satisfaction, Loyalty, Healthcare, Clinic, Patient