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All Journal Swabumi (Suara Wawasan Sukabumi) : Ilmu Komputer, Manajemen, dan Sosial Syntax Literate: Jurnal Ilmiah Indonesia AL-USWAH: Jurnal Riset dan Kajian Pendidikan Agama Islam JURNAL PENDIDIKAN TAMBUSAI JIIP (Jurnal Ilmiah Ilmu Pendidikan) Jurnal Ilmiah Wahana Pendidikan NUSRA: Jurnal Penelitian dan Ilmu Pendidikan Global Education Journal Tapis : Jurnal Penelitian Ilmiah
Subiantoro Subiantoro
Unknown Affiliation
Religion Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

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The Role of Hospital Image in Building Patient Loyalty : A Systematic Literature Review Subiantoro, Subiantoro; Praswati, Aflit Nuryulia; Romadhon, Yusuf Alam
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i11.62414

Abstract

This study aims to systematically review the role of hospital image in building patient loyalty through a Systematic Literature Review (SLR) and bibliometric analysis approach. Articles were searched using a combination of Boolean keywords for the period 2020–2025. The screening process followed the PRISMA protocol, resulting in 30 articles that met the final criteria for thematic and bibliometric analysis using VOSviewer. The results showed four main clusters: (1) the relationship between hospital image, service quality, and satisfaction; (2) the reputation of doctors and institutions as determinants of trust; (3) brand image and patient experience as predictors of revisit intention; and (4) trust and service quality as the main mediating mechanisms. Publication trends increased rapidly after 2023, with the focus shifting from classic satisfaction-based models to a new paradigm emphasizing patient experience and trust. This study provides conceptual and practical contributions for hospitals in managing their image, strengthening their digital reputation, and building patient loyalty in a sustainable manner through services oriented towards patient experience and emotional value.
Co-Authors Aflit Nuryulia Praswati Ahmad Sidiq Baladikah, Deah Miftahul Jannah Muntaha, Tohir Muntoha, Tohir Nur Rohman Pangeran, Giman Bagus Sardiarinto Sardiarinto Sutekno, Rendi Tamyiz, Ahmad Yusuf Alam Romadhon