Patients' Loyalty Improvement in Public Hospital

M. Dachyar, Farizal, Ika Prisila Minar

Research output: Contribution to journalConference articlepeer-review

3 Citations (Scopus)


The purpose of this research is to improve outpatient loyalty in using National Health Insurance in a public hospital. Structural Equation Modeling (SEM) method is used to analyze factors that influence patient loyalty. The discriminant analysis method is used to know the priority for improvement. An assessment of 5 experts was performed to obtain latent variables and indicators. The questionnaire was given to 400 patients. The SEM model is concluded, satisfaction and trust are two strong factors that affect the loyalty of patients.

Original languageEnglish
Article number03015
JournalMATEC Web of Conferences
Publication statusPublished - 10 Dec 2018
Event4th Engineering Science and Technology International Conference, ESTIC 2018 - Padang, West Sumatra, Indonesia
Duration: 28 Aug 201829 Aug 2018


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