Perception of Business Ethics and Healthcare Service Quality in Hospitals: Impact on Patient Satisfaction and Loyalty
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study examines the impact of patients' perceptions of business ethics and healthcare service quality on their satisfaction and loyalty within hospital settings. As healthcare becomes increasingly competitive, ethical conduct and service quality have emerged as pivotal factors in ensuring patient retention. A quantitative research approach was utilized, with data collected from 200 hospital patients through a structured questionnaire. The findings reveal a significant positive relationship between business ethics and service quality on patient satisfaction. Moreover, patient satisfaction was found to strongly influence patient loyalty. The results highlight the importance of ethical practices and high service quality as strategic drivers for enhancing patient loyalty. The study concludes by offering managerial recommendations aimed at fostering better ethical standards and improving healthcare service delivery to strengthen patient retention.
Authors: Trees Nia Sari Widjaja, Nurhaeni Sikki, Kasyati Kasyati, Celine Yinnie, Dara Meutia Ayu Febrina, Fahmi Abdullah Kusyanto, Lidya Nur Hayya, Ridha Aprillah Samsu, Tri Astuti
Institution: Universitas Sangga Buana YPKP
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: hybrid
OpenAlex ID: W4413485950