Article Per Year (5 Year)
p-Index From 2021 - 2026
2.56
P-Index
This Author published in this journals
All Journal JURNAL ECONOMIA Jurnal Siasat Bisnis Jurnal Keuangan dan Perbankan CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Jurnal Manajemen STIE Muhammadiyah Palopo Syntax Literate: Jurnal Ilmiah Indonesia JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS JIAFE (Jurnal Ilmiah Akuntansi Fakultas Ekonomi) EKUITAS (Jurnal Ekonomi dan Keuangan) MABIS: Manajemen dan Bisnis AMAR (Andalas Management Review) Journal of Entrepreneurship & Business Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Ekonomi dan Bisnis: Berkala Publikasi Gagasan Konseptual, Hasil Penelitian, Kajian, dan Terapan Teori The Manager Reveiew Journal of Social Work and Science Education
Liliana Inggrit Wijaya
Jurusan Manajemen Fakultas Bisnis Dan Ekonomika Universitas Surabaya
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

Published : 31 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 31 Documents
Search

 1   2   3   4 
Service Quality, Brand Image, and Patient Loyalty in Indonesian Primary Healthcare: Patient Satisfaction as a Mediator Nurnaningtyas, Iqlima Seilena Rachma; Wijaya, Liliana Inggrit
Journal of Social Work and Science Education Vol. 7 No. 3 (2026): Forthcoming Issue
Publisher : Yayasan Sembilan Pemuda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52690/jswse.v7i3.1549

Abstract

This study investigates the effects of service quality and brand image on patient loyalty, with patient satisfaction as a mediating variable, at a public primary healthcare centre in Indonesia. Using a cross-sectional survey of 300 outpatients with at least two visits for different diagnoses, data were analyzed via Structural Equation Modeling (SEM) and the Sobel test, and model fit was evaluated with multiple indices. The results indicate that service quality (CR=6.54, p<0.001) and brand image (CR=5.94, p<0.001) significantly enhance patient satisfaction, whereas service quality (CR=0.59, p=0.56), brand image (CR=1.77, p=0.08), and patient satisfaction (CR=-0.01, p=0.99) do not significantly affect patient loyalty, and satisfaction does not mediate the relationships (Sobel p=0.995). The model exhibited poor fit (CFI=0.79, RMSEA=0.092), indicating that findings should be interpreted cautiously. The study contributes to understanding that satisfaction can be improved by service quality and institutional image, but loyalty may depend on other factors such as trust, access, and continuity of care. Health centre managers should not assume satisfaction alone ensures loyalty, and future research should test alternative mediators using longitudinal designs and better-fitting models.
Co-Authors Adrian Christianto Ayrin Corina Bertha Silvia S. Bertha Silvia Sutejo Cellina Cellina Cintya Yuliana Limantara Deddy Marciano Endang Ernawati Endang Ernawati Ferry Sugianto, Ferry Go, Owen Tamashi Gondoiswanto, Hendardi Agustino I Made Yogantara Ivan Ivan Jeremiah Jovan Piettojo Lukito, Excel Nathaniel Michael . Mudji Utami Muhardi, Werner Ria Nency Liono Noordin, Noorliza MD Nurnaningtyas, Iqlima Seilena Rachma Oetama, Kumiati Oktavianus, Joshua Pratiknjo, Meilyn Liman Putu Anom Mahadwartha Putu Anom Mahadwartha Reynaldi Kalata Hendra Rianto, Stefanus Ricky Adiyanto Sari Gondokusumo Shirlen Nathania Fuandy Stefanus Rianto Sugianto, Laurenco Lingguardi Uung Victoria Finky Uung Victoria Finky Werner R Murhadi Yohan Prasetyo Zunairoh Zunairoh Zunairoh, Zunairoh