The Role of Service Quality and Parental Satisfaction in Fostering Trust for Child Immunization at Cilengkrang Public Health Center

Deden Abdul Azis; Hafid Aditya  Pradesa; Saekul Anwar; Alikha Novira

doi:10.31967/mba.v8i2.1838

Deden Abdul Azis Politeknik STIA LAN Bandung
Hafid Aditya Pradesa Politeknik STIA LAN Bandung
Saekul Anwar Politeknik STIA LAN Bandung
Alikha Novira Politeknik STIA LAN Bandung

DOI: https://doi.org/10.31967/mba.v8i2.1838

Keywords: Service Quality, Satisfaction, Trust, Child Immunisation, Community Health Centres

Abstract

Low immunization coverage among children in Indonesia remains a critical issue contributing to the rise of vaccine-preventable diseases (VPDs). This study examines the influence of service quality on parental trust in the child immunization program at UPTD Puskesmas Cilengkrang, with parental satisfaction as an intervening variable. Using a quantitative approach and survey method, data were collected from 97 parents whose children received immunization services. Path analysis was employed to assess the relationships between variables. The results show that service quality significantly affects parental satisfaction, which in turn strengthens their trust in the program. Key dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were found to be crucial in shaping positive perceptions. These findings suggest that improving service quality and satisfaction is vital to building trust and reducing immunization refusal rates.

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