<![CDATA[The high rate of repeat outpatient visits does not always reflect patient loyalty because decisions to return may be influenced by service experience, physician–patient communication, satisfaction, trust, and structural factors. This study aimed to analyze the effects of patient experience and effective physician–patient communication on patient loyalty through patient satisfaction and patient trust among outpatients at S. Anggoro Islamic Hospital. This study employed a quantitative analytical method with a cross-sectional observational design involving 216 outpatient respondents. Data were collected using a questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 through bootstrapping with 5,000 subsamples at a 5% significance level. The model explained 78.0% of the variance in patient satisfaction, 80.3% of the variance in patient trust, and 82.9% of the variance in patient loyalty. Of the 15 proposed hypotheses, eight were supported. Patient experience and effective physician–patient communication had significant positive effects on patient satisfaction, while physician–patient communication and patient satisfaction had significant positive effects on patient trust. Patient experience and patient satisfaction had significant positive effects on patient loyalty, whereas physician–patient communication and patient trust did not have significant direct effects on loyalty. Patient satisfaction significantly mediated the effects of patient experience and physician–patient communication on patient loyalty, while patient trust mediation and serial mediation effects were not significant. It was concluded that patient satisfaction was the primary mechanism connecting healthcare service experience and physician–patient communication with patient loyalty.]]>
Copyrights © 2026
