Wellness Service Management Strategies in Hospitals to Improve Patient Satisfaction and Loyalty

Abstract

The shift in healthcare from curative to preventive and wellness-oriented care has positioned hospitals not only as centers for treatment but also as institutions that promote overall quality of life. Wellness service management, which includes health promotion, lifestyle support, and psychosocial interventions, has become a key strategy to strengthen competitiveness and ensure patient-centered care. This study applied a literature review approach by systematically searching national and international databases (PubMed, ScienceDirect, Google Scholar, and Garuda) for articles published between 2020 and 2025. It is recommended to add the PRISMA method with an explanation of the concept of systematic review. The analysis was organized into four main themes: the concept of wellness services, determinants of patient satisfaction, the relationship between satisfaction and loyalty, and organizational leadership factors. The findings indicate that service quality dimensions, such as communication, responsiveness, and facility comfort, play a crucial role in shaping patient satisfaction, with satisfaction acting as a mediator between patient experience and loyalty. In addition, leadership support, organizational culture, and patient engagement are essential for the sustainability of wellness programs. Evidence from Indonesia supports global trends, showing that the SERVQUAL dimensions of tangibility, responsiveness, and empathy significantly influence patient satisfaction and loyalty. In conclusion, comprehensive wellness service management strategies provide an effective framework for enhancing patient satisfaction, fostering loyalty, and improving hospital competitiveness.