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

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.