Impact of Service Quality and Trust on Patient Satisfaction at Blambangan Hospital Banyuwangi

QOMARIAH, NURUL and ABADI, SANOSRA and Ambarwati, iin Umi (2022) Impact of Service Quality and Trust on Patient Satisfaction at Blambangan Hospital Banyuwangi. Quest Journals Journal of Research in Business and Management, 10 (2). pp. 11-17. ISSN 2347-3002

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Abstract

The Covid 19 pandemic has forced the hospital industry to improve service quality in order to provide excellent service. This study aims to analyze and determine the effect of service quality, trust on patient satisfaction and loyalty at Blambangan Hospital Banyuwangi. The population in this study were all hospital patients consisting of inpatients and outpatients totaling 9002 patients. The research sample used the Slovin formula with a standard error of 5% with a total sample of 383 patients as respondents. Validity test and reliability test were used to test the questionnaire so that it can be used in this study. Hypothesis testing using Varianced-based SEM or Partial Least Square (PLS) with the Warp PLS 6.0 program. The findings in this study are that service quality and trust have an effect on patient satisfaction at Blambangan Hospital Banyuwangi.

Item Type:	Article
Uncontrolled Keywords:	service quality; trust; satisfaction; HOSPITAL.
Subjects:	600 Technology and Applied Science > 650 Business > 651 Office Services
Divisions:	Graduate School > Magister Management (S2)
Depositing User:	Dr. Nurul Qomariah
Contact Email Address:	nurulqomariah@unmuhjember.ac.id
Date Deposited:	04 Mar 2022 01:12
Last Modified:	24 Jun 2022 03:21
URI:	http://repository.unmuhjember.ac.id/id/eprint/12230

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