Patient satisfaction mediates the influence of trust, service quality and hospital sharia compliance on patient loyalty in Sharia hospitals in Riau province from an Islamic perspective

Eny Wahyuningsih, Tatik Mariyanti and Zulhelmy M. Hatta
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Eny Wahyuningsih: Concentration in Sharia Economics and Finance, Universitas Trisakti,
Tatik Mariyanti: Fakultas Ekonomi dan Bisnis, Universitas Trisakti
Zulhelmy M. Hatta: Faculty of Business Economics, Universitas Islam Riau

International Journal of Research in Business and Social Science (2147-4478), 2023, vol. 12, issue 9, 39-59

Abstract: This study seeks to assess patient satisfaction by examining the impact of trust, service quality, and hospital Sharia compliance on patient loyalty at Sharia hospitals in Pekanbaru City, Riau Province. The study takes an Islamic perspective and aims to enhance competitiveness by focusing on the development of high-quality and dependable services. The research uses structural equation modeling, a statistical methodology that combines quantitative data and qualitative causal assumptions to assess and estimate causal links. The study employed a questionnaire to gather primary data from 342 respondents, including patients. The research findings are as follows: (1) Trust has a positive and significant impact on patient loyalty. (2) Service quality does not have a significant impact on patient loyalty. (3) Sharia compliance has a positive and significant impact on patient loyalty. (4) Trust has a positive and significant impact on patient satisfaction. (5) Service quality has a positive and significant impact on satisfaction. (6) Sharia compliance has a positive and significant impact on satisfaction. (7) Satisfaction positively and significantly mediates the effect of trust on loyalty. (8) Satisfaction positively and significantly mediates the influence of service quality on patient loyalty. (9) Satisfaction positively and significantly mediates the influence of Sharia compliance on loyalty. (10) Satisfaction has a positive and significant influence on loyalty. Key Words:Trust, Service Quality, Hospital Sharia Compliance, Patient Satisfaction, Patient Loyality, Islamic Perspective, Pekanbaru City- Riau Province

Date: 2023
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