Patients’ Loyalty Improvement in Public Hospital

The purpose of this research is to improve outpatient loyalty in using National Health Insurance in a public hospital. Structural Equation Modeling (SEM) method is used to analyze factors that influence patient loyalty. The discriminant analysis method is used to know the priority for improvement. An assessment of 5 experts was performed to obtain latent variables and indicators. The questionnaire was given to 400 patients. The SEM model is concluded, satisfaction and trust are two strong factors that affect the loyalty of patients.