Perception of Business Ethics and Healthcare Service Quality in Hospitals: Impact on Patient Satisfaction and Loyalty

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

doi:10.31004/riggs.v4i3.2252

Authors

Trees Nia Sari Widjaja Universitas Sangga Buana
Nurhaeni Sikki Universitas Sangga Buana
Kasyati Kasyati Universitas Sangga Buana
Celine Yinnie Universitas Sangga Buana
Dara Meutia Ayu Febrina Universitas Sangga Buana
Fahmi Abdullah Kusyanto Universitas Sangga Buana
Lidya Nur Hayya Universitas Sangga Buana
Ridha Aprillah Samsu Universitas Sangga Buana
Tri Astuti Universitas Sangga Buana

DOI:

https://doi.org/10.31004/riggs.v4i3.2252

Keywords:

Business Ethics, Hospital Management, Patient Satisfaction, Patient Loyalty, Service Quality

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.

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