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All Journal COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Deffina Widjanarko
University Of Pelita Harapan
Humanities Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences

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The Relationship Between Patient Satisfaction, Trust, and Health Worker’s Skill to Patient Loyalty in RSMM Papua Deffina Widjanarko; Levin Septerian Gumulya; Siska Kristina Sari
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 12 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i12.3127

Abstract

Patient loyalty is critical for healthcare sustainability, especially in remote regions like Papua, where RSMM Hospital serves indigenous populations facing geographical and cultural barriers. Despite studies on loyalty drivers (e.g., satisfaction, trust), gaps persist in understanding how these factors operate in underserved, indigenous contexts. This study identifies determinants of patient loyalty at RSMM Papua, focusing on satisfaction, trust, and medical personnel skills, while addressing unique regional challenges. A cross-sectional quantitative design was employed, collecting data from 278 outpatients via validated questionnaires. SEM-PLS analysis tested relationships between latent variables (e.g., loyalty, satisfaction) using SmartPLS. All hypotheses were supported: medical personnel skills had the strongest effect on loyalty (B=0.482, p<0.001), followed by satisfaction (B=0.325) and trust (B=0.186). The model explained 66.3% of loyalty variance, with skills showing a strong effect size (f²=0.318). Results underscore the need for skills-based training and culturally adapted care in remote settings. Future research should explore longitudinal loyalty trends and digital health integration. This study provides actionable insights for policymakers and healthcare managers to enhance retention in marginalized communities.
Co-Authors Levin Septerian Gumulya Siska Kristina Sari