The Role of Service Quality in Increasing User Trust and Satisfaction at Menden Health Center, Blora Regency
Abstract
This study aims to improve consumer satisfaction at Menden Health Center, Kradenan District, Blora Regency by increasing trust and service quality. This study uses an associative explanatory research type to determine the relationship between these variables. The study population was patients of Menden Health Center, with a non-probability sampling technique through convenience sampling, involving 150 respondents. Primary data were obtained from a questionnaire measuring the variables of service quality, patient trust, and patient satisfaction. Data collection was carried out using a closed questionnaire with an interval scale of 1-5, from Strongly Disagree (STS) to Strongly Agree (SS). Data analysis used the Partial Least Square (PLS) version 4 method. The results of the study showed that increasing consumer satisfaction can be achieved by increasing patient trust and service quality. The conclusion of this study supports that: (1) service quality has a positive and significant effect on patient trust; (2) service quality has a positive and significant effect on patient satisfaction; (3) patient trust has a positive and significant effect on patient satisfaction.
Keywords: Patient; Quality; Service; Trust.
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DOI: http://dx.doi.org/10.30659/jrbi.v20i2.43506
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