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Abstract:
The objective of this research was to prove and analyze the effect of service quality and patient value on the patient satisfaction and loyalty. Several problems raised this research were whether the service quality influenced the patient satisfaction and loyalty, the patient value influenced the patient satisfaction and loyalty, and satisfaction influenced patient loyalty. The research population was all hospitalized patients and the sampling technique used accidental sampling, and the number of samples was 125 respondents. The data were analysed using structural equation modeling (SEM). The research results showed that service quality and patient value had a significant effect on the patient satisfaction; the service quality and patient value significantly influenced the patient loyalty; and patient satisfaction significantly influenced the patient loyalty as well.
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