Islamic Spiritual Care and consumer loyalty in Islamic hospitals: the roles of trust and satisfaction

Abstract

Spiritual care has gained increasing relevance as an essential component of holistic healthcare, particularly within Islamic hospitals where religious values guide patient expectations and service experiences. This study aims to examine the influence of consumer trust, satisfaction, and service quality on the implementation of Integrated Islamic Spiritual Care (IISC), as well as to assess the mediating role of IISC in shaping consumer loyalty. A quantitative approach was employed, and data were collected through online and offine surveys, resulting in 265 valid patient responses from several Islamic hospitals in Indonesia. Structural Equation Modeling using the Partial Least Squares method was applied to evaluate the proposed relationships. The findings indicate that consumer trust (β = 0.330, p < 0.05), consumer satisfaction (β = 0.255, p < 0.05), and service quality (β = 0.366, p < 0.05) significantly contribute to the implementation of IISC. In turn, IISC exerts a substantial positive effect on consumer loyalty (β = 0.595, p = 0.000). The analysis of direct effects further reveals that only service quality has a significant impact on consumer loyalty (β = 0.703, p = 0.000), while the effects of trust and satisfaction are positive but not statistically significant (p > 0.05). Mediation testing confirms that IISC significantly mediates the effects of trust, satisfaction, and service quality on loyalty. These results demonstrate the nmstrategic importance of spiritually integrated services in enhancing patient loyalty within Islamic hospital management.