Journal of Business Studies and Management Review
Vol. 8 No. 2 (2025): JBSMR, Vol 8 No.2 June 2025

The INFLUENCE OF SERVICE QUALITY AND OPPORTUNISM ON PATIENT LOYALTY MEDIATED BY TRUST

Efendi (Unknown)
Soelasih, Yasintha (Unknown)
Lembana, Devi Angrahini Anni (Unknown)

Article Info

Publish Date
30 Jun 2025

Abstract

The research looked at the effect of service quality and opportunism on patient loyalty mediated by trust. Sampling was done by probability sampling. The number of samples drawn is 443 from 2 hospitals in Jakarta and Karawaci, Indonesia. The results show that service quality influences customer loyalty directly and indirectly through mediating customer trust, while opportunism either directly or indirectly mediated customer trust does not affect customer loyalty. The study contributed to the theory by confirming a shorter path of service quality – trust – loyalty in healthcare service.

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Journal Info
Journal of Business Studies and Management Review
Website

Abbrev

jbsmr

Publisher

Universitas Jambi

Subject

Decision Sciences, Operations Research & Management Social Sciences

Description

The aim of the Journal of Business Studies and Management Review (JBSMR)  is to be a unique journal in its provision of extraordinary services like quick and professional correspondence with authors, fair and comprehensive articles’ double-blind peer review, prompt results of reviews by our ...