<![CDATA[The quality of healthcare services is a crucial factor influencing patient satisfaction and loyalty, particularly in outpatient care. High patient satisfaction can increase trust and the likelihood of patients returning to healthcare services and recommending them to others. Therefore, a comprehensive study is needed to examine the relationship between healthcare service quality and outpatient satisfaction and loyalty. This study aims to analyze the relationship between healthcare service quality and outpatient satisfaction and loyalty through a Systematic Literature Review (SLR) approach. This study used a Systematic Literature Review method by searching for scientific articles obtained from various databases such as Google Scholar, PubMed, and ScienceDirect. The article selection process was carried out based on predetermined inclusion and exclusion criteria, including articles discussing healthcare service quality, patient satisfaction, and outpatient loyalty, and published within a specific timeframe. The results of the review indicate that healthcare service quality has a positive and significant relationship with outpatient satisfaction. The service quality dimensions that most frequently influence patient satisfaction include reliability, responsiveness, assurance, empathy, and tangibles. Healthcare service quality is a major factor influencing outpatient satisfaction and loyalty. Improving service quality across various quality dimensions can increase patient satisfaction, ultimately driving patient loyalty to healthcare facilities. These findings can serve as a basis for healthcare facility managers in designing service quality improvement strategies that are oriented toward patient needs and expectations.]]>
Copyrights © 2026
