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Wasito Wasito
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Patient satisfaction as a pathway between service quality and loyalty: Insights from dental care services Wasito, Wasito; Puspita, Euis Dara
Priviet Social Sciences Journal Vol. 6 No. 1 (2026): January 2026
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v6i1.1155

Abstract

This study examines the effect of service quality on patient satisfaction and its implications for loyalty at Lapan Dental Care Clinic in Bandung Regency. A cross-sectional design with consecutive sampling was applied, involving 100 patients. Path analysis was employed to test the causal relationships among the variables. The findings reveal that service quality significantly influences patient satisfaction by 77.89%, with justice contributing the most (18.58%). Patient satisfaction significantly affects loyalty by 79.38% and mediates the relationship between service quality and loyalty, with a contribution of 87.88%. These results highlight the importance of improving service quality, particularly fairness and safety, to enhance patient satisfaction and foster loyalty. This study contributes empirical evidence to the literature on dental healthcare services in regions with limited facilities.
Co-Authors Adi Kistoro, Hanif Cahyo Afif, Rokhmad Agung Budi Sulistiyo Ahmad Ahsin Kusuma Mawardi Ahmad Roziq Al Arsyad, Mohamad Salman Ali, Aisyah Ali, Musyafa Aminah , Puji Andriana . Andriyani, Mira Atty Tri Juniarti Baihaqi, Muhammad Iqbal Baihaqi, Yustri Budiman, Dewinda Almira Noor Chairil Akbar Chandra Indrawanto Dania S, Septarina Prita Dewi Fortuna, Miranda Endris, Wahyu Maulana Estri Purwani Rahayu Fitryantica, Agnes Grasela Mawardani, Nur Gunawan, Kristin Natalia Hari Hermawan, Hari Hendrawan Santosa Putra Ilma, Muhammad Zidni Ina Ratnamiasih Intan Nurul Awwaliyah Ismail, Nawari Isti Fadah Joko Mulyono Kartika ., Kartika Kohar, Kohar Kurniawan Kurniawan Maesti Mardiharini, Maesti Marmono Singgih Mas'ud, Imam Masrukin, Ahmad Mukh Nursikin Mukh Nursikin, Mukh Mustagis, Lailatul Fitriah Giyasul Nilawati Widjaya Novitasari, Rohma Nur Fitriyah Nur Hisamuddin Permana, Hilman Purba, Samuel Fery Puspita, Euis Dara Rahmatika, Widyana Rahmawati, Elik Randut, Krispianus Rian Maulana, Okta Ristiani Ria Rokhmad Afif Saehudin, Saehudin Sari Suryanah Sarman, Rohmat Satriya Wibawa, Satriya Wibawa Septarina Prita Dania Sofianti Sihombing, Yennita Soegeng Herijanto Susi Dwi Widyawati Sya'ban, Imam Ali Taufik Kurrohman Taufiq, Hameda Dhaka Kusuma Tedi Akhdiat Tri Handayani Tri Watiningsih, Tri Ucop Haroen Vizainiyah, Novi Widagdo , Gatot S. Wildan, Nandana Yuanis, Yuanis Zakaria, Achmad Rikza