Service Quality, Brand Image, and Patient Loyalty in Indonesian Primary Healthcare: Patient Satisfaction as a Mediator

Nurnaningtyas, Iqlima Seilena Rachma and Wijaya, Liliana Inggrit (2026) Service Quality, Brand Image, and Patient Loyalty in Indonesian Primary Healthcare: Patient Satisfaction as a Mediator. Journal of Social Work and Science Education, 7 (3). ISSN 2746-0827; E-ISSN 2723-6919 (Submitted)

	PDF LoA JSWSE Iqlima Seilena Rachma Nurnaningtyas, Liliana Inggrit Wijaya.pdf Download (86kB)
	HTML REV2 -iqlima jurnal english.docx Download (4MB)

Abstract

Abstract: This study aims to analyze the effect of service quality and brand image on patient loyalty with patient satisfaction as a mediating variable at UPTD Puskesmas Sooko, Mojokerto Regency. The research employed a quantitative approach with an explanatory design. Data were collected through questionnaires from 300 respondents and analyzed using Structural Equation Modeling (SEM) and the Sobel test. The results show that service quality and brand image have a positive and significant effect on patient satisfaction. However, service quality, brand image, and patient satisfaction do not have a significant effect on patient loyalty. Furthermore, patient satisfaction does not mediate the relationship between service quality and brand image on patient loyalty. These findings indicate that patient satisfaction alone is insufficient to build loyalty in primary healthcare services. In conclusion, the model better explains patient satisfaction than patient loyalty. Future research is recommended to include variables such as trust, service access, and commitment.

Item Type:	Article
Uncontrolled Keywords:	service quality, brand image, patient satisfaction, patient loyalty, mediation
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	14 Apr 2026 08:43
Last Modified:	14 Apr 2026 08:43
URI:	http://repository.ubaya.ac.id/id/eprint/50537

Actions (login required)

View Item