Electronic Theses and Dissertation

Master of public health program faculty of medicine, syiah kuala university thesis, july 2026 lama talat hasan al-gunaid the determinants of patients loyalty of medcare orthodontic clinic patients: a patient-centered care perspective. 104 pages + 13 tables + 3 figures + 2 appendices abstract background: patient loyalty is an important indicator of healthcare sustainability, particularly in orthodontic services where treatment requires long-term commitment and repeated interactions with healthcare providers. factors such as waiting time, service quality, communication quality, and patient satisfaction may influence patient loyalty. objective: to examine the effects of waiting time, service quality, communication quality, and patient satisfaction on patient loyalty among patients attending medcare orthodontic clinic. methods: this quantitative cross-sectional study involved 141 orthodontic patients selected through convenience sampling. data were collected using a valid and reliable self-administered questionnaire and analysed using structural equation modelling–partial least squares (sem-pls). results: waiting time, service quality, communication quality, and patient satisfaction had positive and significant effects on patient loyalty. in addition, waiting time, service quality, and communication quality significantly influenced patient satisfaction. among all predictors, patient satisfaction demonstrated the strongest direct effect on patient loyalty, while service quality showed the strongest direct effect on patient satisfaction. conclusion: patient loyalty in orthodontic services is influenced by both operational and interpersonal aspects of care. waiting time, service quality, communication quality, and patient satisfaction all contribute significantly to patient loyalty. furthermore, waiting time, service quality, and communication quality positively influence patient satisfaction. improving service quality, communication, and waiting time management may enhance patient satisfaction and strengthen long-term patient retention. keywords: patient loyalty, patient satisfaction, service quality, communication quality, waiting time, orthodontic clinic. bibliography: 10 books + 114 journals + 12 websites.

MASTER OF PUBLIC HEALTH PROGRAM FACULTY OF MEDICINE, SYIAH KUALA UNIVERSITY Thesis, July 2026 Lama Talat Hasan Al-gunaid The Determinants of Patients Loyalty of Medcare Orthodontic Clinic Patients: A Patient-Centered Care Perspective. 104 Pages + 13 Tables + 3 Figures + 2 Appendices ABSTRACT Background: Patient loyalty is an important indicator of healthcare sustainability, particularly in orthodontic services where treatment requires long-term commitment and repeated interactions with healthcare providers. Factors such as waiting time, service quality, communication quality, and patient satisfaction may influence patient loyalty. Objective: To examine the effects of waiting time, service quality, communication quality, and patient satisfaction on patient loyalty among patients attending Medcare Orthodontic Clinic. Methods: This quantitative cross-sectional study involved 141 orthodontic patients selected through convenience sampling. Data were collected using a valid and reliable self-administered questionnaire and analysed using Structural Equation Modelling–Partial Least Squares (SEM-PLS). Results: Waiting time, service quality, communication quality, and patient satisfaction had positive and significant effects on patient loyalty. In addition, waiting time, service quality, and communication quality significantly influenced patient satisfaction. Among all predictors, patient satisfaction demonstrated the strongest direct effect on patient loyalty, while service quality showed the strongest direct effect on patient satisfaction. Conclusion: Patient loyalty in orthodontic services is influenced by both operational and interpersonal aspects of care. Waiting time, service quality, communication quality, and patient satisfaction all contribute significantly to patient loyalty. Furthermore, waiting time, service quality, and communication quality positively influence patient satisfaction. Improving service quality, communication, and waiting time management may enhance patient satisfaction and strengthen long-term patient retention. Keywords: Patient Loyalty, Patient Satisfaction, Service Quality, Communication Quality, Waiting Time, Orthodontic Clinic. Bibliography: 10 Books + 114 Journals + 12 Websites.