Chellya Fanny ALVIONITAN, Cindy PRIANTO, Innocentius BERNARTO
Perinatal Journal - 2026;34(2):143-156
This paper shall assess how the Drug Availability, Medical Equipment, Function, and Trust affect the Patient Satisfaction and how they influence Patient Loyalty in Pekanbaru region hospitals. The current research was dictated by a quantitative methodology and Structural Equation Modeling (SEM) relying on SmartPLS 4. The sample size was 245 and the sample comprised of patients in the hospital of Pekanbaru. Perceptions of the service quality and patient satisfaction and loyalty were measured with the help of a questionnaire. The paper demonstrates that patient satisfaction, drug availability and trust is a critical factor in elevating patient loyalty, whereas patient satisfaction, drug availability and functionality have a major role to play in elevating patient loyalty. On the other hand, there was no significant influence on medical equipment. These results highlight the need to focus on service consistency and trust as a means of enhancing patient loyalty. This study ends up confirming the fact that patient satisfaction is one of the most important factors in establishing loyalty and the most significant parts are drug availability and trust of hospital services. The managerial implications of this study point to the fact that the hospitals must not ignore the importance of a smooth drug supply chain, quality of the medical equipment, better service functions and foster trust by means of constant communication and serviceability. Such results can be put to use by the decision-makers to enhance the quality of the provided services and sustain the patient loyalty.
