The Relationship between Patient Satisfaction and Service Quality to Patient Loyalty at the Outpatient Installation of Saiful Anwar Hospital, Malang

Millania Fitri Luberzky Enno (Universitas Strada Indonesia, Kediri, Indonesia)

Strada Jurnal Ilmiah Kesehatan (SJIK)
Vol. 15 No. 1 (2026): May

This study was aimed to identify patient satisfaction, service quality, and patient loyalty at the outpatient unit of Saiful Anwar Hospital in Malang. The research is quantitative, employing a descriptive quantitative method with a sample of 100 outpatient surgery clinic patients. The sample was selected using a purposive sampling technique, and data were collected using a Likert Scale-based questionnaire with 40 items. The findings indicated that patient satisfaction has an influence on patient loyalty, with a significance value of 0.00, which is less than the α threshold of 0.05.