Membangun Loyalitas Pasien Melalui Kualitas Pelayanan, Kepuasan, Dan Kepercayaan Studi Kasus : Mora Dental Clinic Rantauprapat
DOI:
https://doi.org/10.31004/joecy.v6i2.9449Keywords:
Kualitas Layanan, Kepuasan, Kepercayaan, Loyalitas PasienAbstract
This study aims to analyze the effect of a t Mora Dental Clinic Rantauprapat. A quantitative explanatory approach was applied involving 99 patients selected through purposive sampling. Data were collected using Likert-scale questionnaires and analyzed through Partial Least Square–Structural Equation Modeling (PLS-SEM). The results indicate that service quality significantly influences patient satisfaction and trust. Service quality also directly affects patient loyalty. However, satisfaction does not significantly determine loyalty. In contrast, trust plays a more dominant role in shaping long-term patient commitment. Mediation analysis reveals that trust significantly mediates the relationship between service quality and loyalty, while satisfaction does not function as an effective mediator. These findings highlight that patient loyalty in dental healthcare services is primarily driven by trust developed through professional and consistent service delivery.
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