The Effect of Smart Technology on Patient Loyalty with Patient Satisfaction and Trust as Mediating Variables: A Study at Pura Raharja Medika Hospital, Kulon Progo
DOI:
https://doi.org/10.31603/conference.17300Kata Kunci:
smart technology, patient loyalty, patient satisfaction, patient trust, SEM-PLSAbstrak
The rapid advancement of digital technology in the healthcare sector has encouraged hospitals to implement smart technology to improve service quality and competitiveness. However, the effectiveness of smart technology in fostering patient loyalty requires further investigation, particularly through the mediating roles of patient satisfaction and trust. This study aims to examine the effect of smart technology on patient loyalty, with patient satisfaction and trust serving as mediating variables at Pura Raharja Medika Hospital, Kulon Progo. This study employed a quantitative approach using a survey method. A total of 121 outpatient respondents who had used the Pura Raharja Mobile application or online registration services were selected through purposive sampling. Data were collected using a Likert-scale questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that smart technology has a positive and significant effect on patient loyalty, patient satisfaction, and patient trust. Patient satisfaction and trust also have positive and significant effects on patient loyalty. Furthermore, both variables significantly mediate the relationship between smart technology and patient loyalty.The study concludes that effective implementation of smart technology can enhance patient loyalty both directly and indirectly through increased patient satisfaction and trust. These findings provide practical implications for hospital management in optimizing digital transformation strategies to improve service quality and strengthen patient loyalty.
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