Influence of Service Quality, Image, and Trust on Patient Loyalty Through Patient Satisfaction as Intervening Variable

Abstract

This study examined the impact of service quality, image, and trust on patient loyalty through customer satisfaction at RSI PKU Muhammadiyah Tegal. The findings revealed that service quality positively influenced both patient loyalty and satisfaction.
Trust also had a positive effect on loyalty and satisfaction. However, image did not show a significant impact on loyalty or satisfaction. Patient satisfaction was found to mediate the relationship between service quality and trust.