How service quality drives patient loyalty: testing a satisfaction-mediated model in healthcare settings in public hospitals in Sidama Regional State, Ethiopia

Abstract Purpose This study examines the influence of key service quality dimensions physical environment, “care responsiveness, and patient-centered care on patient loyalty, and investigates the mediating role of patient satisfaction in public hospitals in Sidama Regional State, Ethiopia. The region was selected as a representative setting of public healthcare delivery in resource-constrained environments, where service quality challenges are particularly evident. Design/methodology/approach A