Ethiopia's health-care sector is currently seeing increased competition. The health-care industry has seen an influx of new hospitals. In this competitive health-care industry, customers have more options for hospitals. Customer loyalty has emerged as a critical aspect of a company's long-term success. Customers must be loyal to the hospital in order for the hospital's management to succeed. To meet the goal, data for this study was collected by giving questionnaires to 385 patients at Gamby Teaching General Hospital, of which 365 were collected. Convenience sampling techniques were utilized to collect data from the respondents. As a result, 365 completed surveys were evaluated using software package for social science (SPSS version 23). In order to acquire relevant data for the study, the researchers used both primary and secondary data sources. The primary data was collected mostly through questionnaires, and the analysis was mostly dependent on the primary data. Both descriptive and inferential statistics were used to analyze the data. The findings of the study show that commitment, trust, communication, conflict handling, knowledge management, CRM organization and technology based CRM have a significant positive influence. In addition, the analysis found that commitment is the most determinant variable in building customer loyalty, followed by communication, conflict handling, technology based CRM, knowledge management, trust and the least important variable in customer loyalty is the CRM organization. According to the study, hospitals should demonstrate a high level of commitment to provide quality service, increasing patient satisfaction by making and keeping promises, demonstrating concern for their patients' health, providing consistent quality services, treating patients with respect, and fulfilling their obligations to them.