Pengaruh Bukti Fisik, Keandalan dan Daya Tanggap Terhadap Kepercayaan Pasien Di Instalasi Rawat Jalan RS Juanda
Keywords:
Service Quality, Physical Evidence, Responsiveness, Patient TrustAbstract
Health services are a strategic sector that plays an important role in improving the quality of life of the community. In the context of hospitals, the success of hospital services is not only measured by the healing of the disease, but also by the level of patient trust in the health care institution concerned. This study aims to examine the effect of service quality, in this case the factors of Physical Evidence (Tangible), Reliability and Responsiveness on outpatient trust. This study uses a quantitative approach and the analytical methods used are descriptive and inferential methods with the aim of analyzing whether there is a causal relationship between physical evidence, responsiveness, reliability and patient trust. The results of significance through the Partial Test between physical evidence (Tangibles) and patient trust have no partial effect with a significance value of 0.671> 0.005, while the reliability variable with the trust variable has a partial effect with a significance value of 0.034 <0.05, then the responsiveness variable has a partial effect on patient trust with a significance value of 0.000 <0.05. The significant F test results (0.000 <0.05) confirm that the three dimensions of service quality together have an effect on patient trust.
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