SERVICE AND PATIENTS PARTICIPATION ON SATISFACTION AND TRUST

  • Bambang Suroto Universitas Lancang Kuning
  • Hadiyati Hadiyati Universitas Lancang Kuning
  • Juanim Juanim Universitas Pasundan

Abstract

In addition to being provided by private service providers, satisfactory services are also important for a government-owned service provider to build customer trust. The purpose of this research is to identify whether satisfaction from service and participation affects customer trust in government-owned hospitals. The research was conducted at RSUD Arifin Ahmad Pekanbaru using a survey method on a sample of outpatient service recipients. The sample consisted of 100 people who were selected using accidental sampling. The data were collected using a questionnaire and the analysis tools, namely SEM and WarpPLS software. The results showed that service and patient participation in services has a significant effect on patient satisfaction. In addition, patient satisfaction also has a significant effect on patient trust in government-owned hospitals.

Downloads

Download data is not yet available.
Published
Jun 29, 2020
How to Cite
SUROTO, Bambang; HADIYATI, Hadiyati; JUANIM, Juanim. SERVICE AND PATIENTS PARTICIPATION ON SATISFACTION AND TRUST. TRIKONOMIKA, [S.l.], v. 19, n. 1, p. 22-28, june 2020. ISSN 2355-7737. Available at: <https://journal.unpas.ac.id/index.php/trikonomika/article/view/1850>. Date accessed: 27 nov. 2020. doi: http://dx.doi.org/10.23969/trikonomika.v19i1.1850.
Section
Articles