EXPLORING THE SEQUENTIAL MEDIATION OF PATIENT EXPERIENCE AND SATISFACTION IN THE RELATIONSHIP BETWEEN DENTAL PRACTICE-RELATED FACTORS AND PATIENT LOYALTY

Abstract

Aim and Objective: This study examines how dental-practice related factors influence patient loyalty through the sequential mediating roles of patient experience and patient satisfaction in dental clinics. Method: A quantitative cross-sectional survey was conducted among patients attending two franchise dental clinics in Depok, Indonesia. Data were collected using a structured self-administered questionnaire and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Results: The findings show that facilities, dentist service, staff service, and safety have significant positive effects on patient experiences, while price fairness does not demonstrate a significant effect. Patient experience strongly predicts patient satisfaction, and patient satisfaction, in turn, has a substantial positive impact on patient loyalty. Mediation analysis confirms that patient experience mediates the effect of facilities, dentist service, staff service, and safety on patient satisfaction. In addition, patient satisfaction sequentially mediates the relationship between patient experience and patient loyalty. Conclusion: Patient loyalty in dental clinics is primarily shaped through experiential and interpersonal pathways rather than pricing considerations alone. Strengthening dentist-patient communication, staff responsiveness, safety practices, and facility quality appears critical for improving patient satisfaction and sustaining long-term patient loyalty.