Pashupati Nath Tripathi, Deepa Bakhshi, Amit Kumar Mishra
PURPOSE: To develop a research model to investigate the impact of hospital service quality (HSQ) on patient satisfaction (PS), trust (PT), and loyalty (PL) among elderly patients with chronic conditions in government and private medical facilities in Chhattisgarh, India. DESIGN/METHODOLOGY/APPROACH: This quantitative study employed the survey approach. The study used Matlab and the structured model analysis approach to evaluate the data. AMOS and SPSS Statistics were used for reliability analysis and descriptive statistics. The measurement model was utilized to evaluate reliability and validity, and the structural model was employed to examine the proposed relationship. FINDINGS: HSQ positively influences PT and PL in both government and private hospital settings. However, PS's positive effect on PL was found to be significant only in private hospitals. RESEARCH LIMITATIONS/IMPLICATIONS: The results emphasize that service quality and trust are vital for promoting enduring patient loyalty in both hospital contexts, but suggest that the relationship dynamic with patient satisfaction differs between government and private healthcare settings. This highlights the need for tailored strategies for improving patient relationships in each sector. ORIGINALITY/VALUE: The findings from Study 1 and Study 2 reveal distinct patterns in the associations between Hospital Quality of Service, Patient Trust, Patient Satisfaction, and Patient Loyalty. In both studies, HSQ consistently demonstrated a significant impact on PT and PL, underscoring the critical role of service quality in fostering trust and loyalty among patients.