PENGARUH DIMENSI KUALITAS PELAYANAN JASA KESEHATAN TERHADAP KEPUASAN PASIEN DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING (STUDI PADA RUMAH SAKIT UMUM MAYJEN H.A. THALIB KABUPATEN KERINCI)

Abstract

This study aims to determine: 1) the influence of service quality dimensions in terms of
tangibles, reliability, responsiveness, assurance and emphaty of trust, 2) the influence of
trust on patient satisfaction, 3) the influence of service quality dimensions in terms of
tangibles, reliability, responsiveness, assurance and trust toward patient satisfaction, and 4)
the influence of service quality dimensions in terms of tangibles, reliability, responsiveness,
assurance and trust toward patient satisfaction with trust as an intervening variable.This
research was conducted at General Hospital Mayjen. H.A. Thalib Kabupaten Kerinci using a
sample of 98 patients. Sample method with simple random sampling method. Data
collection techniques using questionnaires and documentation, while the data analysis
methods used are research instruments include test validity and reliability testing; classical
assumption include heteroscedasticity test, autocorrelation test, test for normality and
multicollinearity test; hypothesis testing methods include path analysis, t test , F test,
analysis of coefficient of determination (R2) as well as direct and indirect influence. The
results showed that: 1) tangibles positive effect on patient trust. Emphaty negatively on
effect toward patient trust. Reliability, responsiveness and assurance has not effect on
patient trust, 2) Tangibles, reliability, responsiveness, assurance, emphaty and trust has
positive influence on patient satisfaction, 3) the trust our patient are able to mediate the
influence of tangibles, reliability, responsiveness, and assurance of patient satisfaction so
that the effect of tangibles, reliability, responsiveness, and assurance toward patient
satisfaction can through patient trust.
Keywords: Quality of Service, Trust, Patient Satisfaction