ASSESSING SERVICE FACTORS ON PATIENT SATISFACTION AND LOYALTY IN HOMECARE SERVICES IN INDONESIA

Abstract

Home-based healthcare has emerged as a critical component of post-pandemic medical systems, providing continuous, personalized, and cost-effective treatment for patients outside hospital settings. However, maintaining consistent service quality in homecare remains challenging due to variability in caregiver competence, timeliness, and communication. Recent evidence shows fluctuations in patient satisfaction and loyalty, highlighting the need to strengthen homecare service management through improved quality and perceived value. This study examines the influence of six service factors—Communication & Attitude, Service Promptness, Medical Supplies, Information Transparency & Administrative Procedure, Service Value, and Service Quality—on Patient Satisfaction and the subsequent effect of satisfaction on Patient Loyalty in Indonesian homecare services. A quantitative cross-sectional design was applied. Data were collected from 307 homecare patients using a structured questionnaire adapted from validated scales. All constructs were measured using a five-point Likert scale and analyzed using PLS-SEM with SmartPLS 4 to assess reliability, validity, and structural relationships. The findings support five of the seven proposed hypotheses. Medical supplies, information transparency and administrative procedures, service value, and service quality significantly and positively influence patient satisfaction, which in turn significantly enhances patient loyalty. However, communication and attitude, as well as service promptness, do not significantly affect patient satisfaction. The model demonstrates substantial explanatory power, accounting for 69.8% of the variance in patient satisfaction and 50.2% in patient loyalty. The study uses a cross-sectional design and purposive sampling, which may limit generalization across different homecare providers and regions. Homecare providers should prioritize service quality, medical supply readiness, administrative transparency, and value creation, as these factors significantly shape patient satisfaction and loyalty. This study develops and tests an integrated homecare satisfaction–loyalty model in Indonesia, addressing a contextual research gap in decentralized healthcare services.