The Influence of Non-Clinical Factors (Age, Location, and Non-Medical Costs) on Patient Satisfaction and Loyalty at The Outpatient Polyclinic of The Manado City Dental and Oral Hospital

Abstract

Patient satisfaction and loyalty are influenced not only by clinical factors but also by non-clinical factors, especially in the context of dental and oral health services supported by the National Health Insurance system. Three non-clinical factors that are strongly suspected of influencing patient satisfaction are age, non-medical costs, and location. Purpose. This study aims toanalyzing the direct and indirect influence between age, non-medical costs, and location on patient loyalty through patient satisfactionat the outpatient clinic of the Manado City Dental and Oral HospitalMethods. This study is a quantitative study with an analytical observational approach and uses a cross-sectional design, which was conducted in October - December 2025. The study sample consisted of 128 respondents consisting of respondents ≥ 18 years. Data were collected through questionnaires, then analyzed using univariate, bivariate, and multivariate analysis. Results.The results show that there is a direct effect of age and non-medical costs on patient satisfaction (p = 0.001), there is a direct effect of age on patient loyalty (p = 0.001), there is a direct effect of patient satisfaction on patient loyalty (p = 0.001), there is a direct effect of age on patient loyalty through patient satisfaction (p = 0.001) and there is a direct effect of non-medical costs on patient loyalty through patient satisfaction (p = 0.036). Meanwhile, there is no direct effect of location on patient satisfaction and loyalty (p = 0.976 and 0.436), there is no direct effect of non-medical costs on patient loyalty (p = 0.058), and there is no effect of location on patient loyalty through patient satisfaction (p = 0.979).ConclusionPatient satisfaction is a full mediator between non-medical costs and loyalty, and a partial mediator between age and loyalty.