The Factors Affecting Patient Loyalty toward Healthcare Services: A Systematic Literature Review
Keywords:
Patient Loyalty; Healthcare Quality; Patient Satisfaction; Brand Image; Hospital Management.Abstract
Purpose: This study aims to systematically identify and analyze the critical determinants that significantly influence patient loyalty within various healthcare facilities in Indonesia. Methods: A systematic literature review was performed by retrieving and synthesizing 20 peer-reviewed empirical studies published between 2016 and 2026 from national and library subscription databases. Results: The findings indicate that patient loyalty is a multidimensional construct predominantly shaped by service quality (tangibles, reliability, responsiveness, assurance, and empathy), patient satisfaction as a core mediator, brand image of the healthcare facility, and perceived value regarding costs and facilities. Implications: Healthcare managers and hospital administrators should optimize interpersonal communication of medical staff and modern physical environments to continuously secure high patient retention rates and positive word-of-mouth recommendations. Additional materials: This paper contains 20 references and 2 tables.
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Copyright (c) 2026 Widya Wira Ramadhani Abdullah, Nurfardiansyah Burhanuddin (Author)
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