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All Journal JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)
Abdullah, Abu Hassan Asaari
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Economics, Econometrics & Finance Health Professions Medicine & Pharmacology Nursing Public Health

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Quality of Digital Hospital Administration and Patient Loyalty: The Mediating Roles of Perceived Fairness, Value, and Satisfaction Anwar, Tezza Adriansyah; Abdullah, Abu Hassan Asaari
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol. 15 No. 2 (2026): August 2026
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v15i2.773

Abstract

This study examines how Digital Hospital Administration Quality is associated with Patient Loyalty through Perceived Fairness, Perceived Value, and Patient Satisfaction in digitally mediated hospital administration. Survey data from 300 hospital service users across 12 Type B and Type C hospitals in Bandung were analyzed using PLS-SEM. Digital Hospital Administration Quality positively predicted Perceived Fairness (β = 0.457), Perceived Value (β = 0.300), and Patient Satisfaction (β = 0.248). Perceived Fairness was positively associated with Perceived Value (β = 0.387) and Patient Satisfaction (β = 0.317), while Perceived Value was related to Patient Satisfaction (β = 0.264) and Patient Loyalty (β = 0.317). Patient Satisfaction remained the strongest direct predictor of Patient Loyalty (β = 0.443). Bootstrapped indirect effects supported all parallel and serial mediation pathways. PLSpredict results indicated out-of-sample predictive relevance, although loyalty showed comparatively weaker predictive precision than the mediating constructs. Overall, the findings identify fairness, value, and satisfaction as sequential evaluative pathways connecting digital administrative quality with patient loyalty intentions.
Co-Authors Tezza Adriansyah Anwar