Determinants of Patient Loyalty: The Role of Hospital Logistics, Quality of Care and Patient Satisfaction

Abstract

This study investigates the effect of hospital logistics on patient loyalty, with quality of care and patient satisfaction serving as mediating variables, among patients receiving services at the Executive Polyclinic of the Dental and Oral Hospital, Universitas Indonesia. Efficient hospital logistics are increasingly recognized as a critical component of healthcare management because they ensure the availability of medical supplies, improve service timeliness, enhance operational efficiency, and ultimately contribute to the quality of patient care. A quantitative cross-sectional design was employed, and data were collected from 255 patients using structured questionnaires. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that hospital logistics significantly improves the quality of care (β = 0.817, p < 0.001) and patient satisfaction (β = 0.176, p < 0.05), but has no significant direct effect on patient loyalty (β = 0.076, p > 0.05). Furthermore, quality of care significantly enhances patient satisfaction (β = 0.547, p < 0.001) and patient loyalty (β = 0.523, p < 0.001), while patient satisfaction also positively influences patient loyalty (β = 0.231, p < 0.001). Mediation analysis demonstrates that quality of care and patient satisfaction jointly mediate the relationship between hospital logistics and patient loyalty. These findings suggest that hospital logistics strengthens patient loyalty indirectly by improving the quality of care and increasing patient satisfaction. Therefore, healthcare organizations should integrate logistics management with quality improvement initiatives to foster patient trust, satisfaction, and long-term loyalty.