# Exploring Patient Loyalty: The Effect of Entrepreneurial Leadership Through Corporate Governance, Service Quality, and Satisfaction

## TL;DR

This paper explores how leadership and governance in healthcare affect patient satisfaction and loyalty through improved service quality.

## Contribution

The study introduces entrepreneurial leadership as a novel factor influencing corporate governance and patient loyalty in healthcare.

## Key findings

- Entrepreneurial leadership significantly improves corporate governance and service quality.
- Patient loyalty is strongly influenced by satisfaction, which is moderately affected by service quality.
- Effective governance and leadership are critical for enhancing patient retention in healthcare.

## Abstract

It is imperative to deliver exceptional services in order to improve patient contentment and cultivate enduring loyalty in the healthcare sector, which is becoming more competitive. The direct impact of leadership and governance on patient experience and retention remains underexplored, despite the increasing recognition of their role in determining care delivery. This investigation investigates the connections between healthcare organizations’ corporate governance, service quality, patient satisfaction, and loyalty, as well as entrepreneurial leadership.

Data were obtained from 384 executive patients in hospitals throughout Indonesia using structural equation modeling (SEM).

The findings indicate that corporate governance and service quality are considerably improved by entrepreneurial leadership, while patient satisfaction and loyalty are positively impacted by corporate governance. Nevertheless, patient satisfaction was found to be moderately influenced by service quality, while patient loyalty was significantly influenced. As a result, patient satisfaction was demonstrated to be a critical factor in the development of patient loyalty. These results emphasize the importance of high service quality, effective governance, and entrepreneurial leadership in promoting patient satisfaction and loyalty.

The research offers valuable insights for healthcare managers and policymakers who are interested in enhancing organizational performance and improving patient retention. This research theoretically enhances comprehension of the impact of leadership and governance frameworks on patient retention and service quality. In practical terms, it provides valuable recommendations for hospital administrators and policymakers to improve patient satisfaction and loyalty by implementing effective leadership, robust governance, and continuous service improvement.