Keterlibatan pasien dan keluarga serta loyalitas pasien dalam pelayanan kesehatan: Studi cross-sectional
DOI: https://doi.org/10.56922/chi.v3i4.4409
Healthcare Services Patient-Centered Care Patient and Family Engagement Patient Loyalty PLS-SEM
Abstract
Background: The shift toward patient-centered healthcare has positioned patient and family engagement as an important approach to fostering partnerships among patients, families, and healthcare providers. Although patient engagement has been associated with various aspects of healthcare quality and patient–provider relationships, empirical evidence regarding its direct association with patient loyalty remains limited.
Purpose: To analyze patient and family engagement as a predictor of patient loyalty in healthcare services.
Method: This study employed a quantitative analytical approach with a cross-sectional design and was conducted at Ananda Mother and Child Hospital (RSIA Ananda), Makassar, in June 2026. Patient and family engagement was specified as the exogenous variable (X3), while patient loyalty was the endogenous variable (Y). Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The measurement model was evaluated using outer loadings, Cronbach’s Alpha, rho_A, Composite Reliability, Average Variance Extracted (AVE), and the Heterotrait-Monotrait Ratio (HTMT). Structural relationships were assessed using bootstrapping with 500 resamples and a two-tailed test at a significance level of 0.05.
Results: The measurement model demonstrated adequate construct reliability, with Composite Reliability values of 0.939 for patient and family engagement and 0.957 for patient loyalty. Discriminant validity was also established, with an HTMT value of 0.754. Structural model analysis revealed a positive but statistically nonsignificant relationship between patient and family engagement and patient loyalty (β = 0.080; t = 0.186; p = 0.853; 95% CI = −0.853–0.868).
Conclusion: Patient and family engagement was not demonstrated to be a significant direct predictor of patient loyalty. These findings suggest that patient loyalty may involve other relational mechanisms linking patient and family engagement to decisions to maintain relationships with healthcare providers.
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