The Impact of Perceived Service Quality, Trust, and Hospital Image on Patient Satisfaction and Patient Loyalty

Abstract

The objective of this study is to examine the impact of perceived service quality, trust, and hospital image on patient satisfaction and patient loyalty. A quantitative methodology was used in the research design. The study’s hypotheses were assessed by applying Structural Equation Modelling-Partial Least Squares (SEM-PLS). The data were collected using Google Forms, with 233 responses. The study found that trust and hospital image have a significant impact on patient satisfaction. However, perceived service quality does not significantly influence patient satisfaction. Another finding indicated that trust and hospital image do not significantly influence patient loyalty. Nonetheless, perceived service quality and patient satisfaction are essential determinants of patient loyalty. This study adds significantly to the current literature in the healthcare services sector along with academicians by demonstrating the relationship between perceived service quality and patient satisfaction as factors influencing patient loyalty. This study provides valuable insights for hospital managers to develop and implement effective strategies for delivering high-quality healthcare services to patients.