The Effect of Service Quality on Patient Satisfaction Mediated by Trust at Community Health Centers in Bondowoso District

Abstract

This study aims to analyze the effect of service quality and health center image on patient satisfaction through the mediation of trust in health centers in Bondowoso Regency. This study uses a quantitative descriptive approach with purposive sampling involving 400 respondents who have received services at least twice and are over 17 years of age. Data analysis was conducted using path analysis and the Sobel test with SmartPLS 4.0 software. The results of the study indicate that: (1) service quality significantly influences patient trust; (2) service quality significantly influences patient satisfaction; (3) patient trust significantly influences patient satisfaction; and (4) service quality significantly influences patient satisfaction through the mediation of trust. These findings indicate that service quality contributes to patient satisfaction, with trust acting as a partial mediator in this relationship.

Keywords: service quality, patient trust, patient satisfaction, community health center