The empirical study on patient loyalty The role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia)

摘要

Purpose - The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach - This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings - The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications - The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications - The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value - This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.