The Relationship Between The Quality Of Health Services And Patient Loyalty In Hospitals: A Literature Review
Keywords:
Quality of Health Services; Patient Loyalty; HospitalsAbstract
Healthcare quality is one of the factors influencing patient loyalty to a hospital. This study aims to analyze the relationship between healthcare quality and patient loyalty through a literature review using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach. A literature search was conducted through Google Scholar and PubMed databases using relevant keywords. Articles published between 2017 and 2026, available in full text, in Indonesian or English, and discussing the relationship between healthcare quality and patient loyalty were selected based on inclusion and exclusion criteria. Of the 17,362 identified articles, six met the criteria for descriptive narrative analysis. The review results showed that all articles reported a significant relationship between healthcare quality and patient loyalty. The dimensions of reliability, responsiveness, assurance, and empathy were consistently associated with patient loyalty, while the tangible dimension did not show a significant relationship in one study. These findings indicate that improving service quality, particularly in the aspects of reliability, responsiveness, assurance, and empathy, plays a crucial role in enhancing patient loyalty and supporting the sustainability of hospital service quality.
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Copyright (c) 2026 Nabilah Salsabilah Mustafa, Nurfardiansyah Burhanuddin (Author)
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