Özet:

The purpose of this study is to examine and analyze the effect of patient satisfaction to the patient's trust and patient's loyalty. The research design used survey method with data collection in cross-section through a questionnaire. Sample of 112 patients was drawn by simple random sampling. Data analysis method used in testing the hypothesis is Structural Equation Modeling (SEM). The results of the study provide evidence that high patient satisfaction has not been able to increase patient loyalty; higher patient satisfaction has an impact on the high of patient trust. High trust of patients provides a significant effect on patient’s loyalty to healthcare services. Finally the results of the indirect test on patient satisfaction can increase patient loyalty if supported by high patient trust. Key Words: Satisfaction, Trust, Loyalty, Patient, Healthcare.

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