Determinants of Quality of Nursing Care Using a HealthQual Model and its Impact on Patient’s Satisfaction and Loyalty

Abstract

The healthcare sector is undergoing significant transformations, emphasizing patient-centered care and service quality. Patient satisfaction emerged as a key indicator of healthcare quality, extending beyond clinical outcomes to encompass interactions, facility conditions, and perceived empathy from healthcare providers, ultimately influencing patient loyalty. This study examines the factors affecting patient satisfaction within the HealthQual Model, with a particular focus on nursing care quality. Utilizing a cross-sectional approach, 150 inpatients from a private hospital were surveyed through Google Forms. The collected data were analyzed using Smart PLS to evaluate the relationships between these variables. The findings indicate that tangibility, empathy, safety, efficiency, and care improvements significantly impact patient satisfaction. Moreover, a strong positive correlation between patient satisfaction and loyalty was observed, reinforcing the proposed hypotheses. These results suggest that nursing care quality plays a critical role in shaping the overall patient experience and fostering long-term commitment to healthcare providers. This study provides valuable insights into the interplay between nursing care quality, patient satisfaction, and loyalty. The findings have practical implications for healthcare administrators and practitioners, underscoring the need for targeted improvements in nursing services to enhance patient experiences and strengthen relationships with healthcare providers.