The Role of Patient Trust as A Mediation Variable on The Effect of Tangibles, Reliability, Responsiveness on Outpatient Patient Satisfaction in Bhayangkara Hospital Semarang

Qurrotul Aini

Abstract


This study aims to analyze the role of patient trust as a mediating variable in the influence of tangibles, reliability, and responsiveness on outpatient satisfaction at Bhayangkara Hospital Semarang. The research was motivated by a service gap between patient expectations and actual service experiences, as well as inconsistent findings from previous studies regarding the influence of these three SERVQUAL dimensions on patient satisfaction. This study employed a

This study aims to analyze the role of patient trust as a mediating variable in the influence of tangibles, reliability, and responsiveness on outpatient satisfaction at Bhayangkara Hospital Semarang. The research was motivated by the gap (service gap) between patient expectations and actual service experiences, as well as the results of previous studies that showed the influence of the three dimensions of SERVQUAL was not consistent on patient satisfaction. The approach used was a quantitative explanatory with a purposive sampling technique. The sample consisted of 150 outpatients who met the inclusion criteria. Data were collected through a five-point Likert scale questionnaire and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the help of SmartPLS version 3.0. The results showed that all hypotheses were accepted. Tangibles, reliability, and responsiveness had a positive and significant effect on patient trust and patient satisfaction directly. Patient trust also had a positive and significant effect on patient satisfaction with a coefficient of 0.425. In addition, patient trust was proven to significantly mediate the influence of tangibles, reliability, and responsiveness on patient satisfaction. Tangibles were the most dominant variable influencing patient trust with a coefficient of 0.612, while patient trust was the variable with the greatest influence on patient satisfaction. The R-Square value for patient trust was 0.578 and patient satisfaction was 0.478, which are categorized as moderate. The study recommends that Bhayangkara Semarang Hospital improve the quality of its physical facilities, service reliability, staff responsiveness, and establish transparent communication to strengthen outpatient trust and satisfaction.

explanatory approach with purposive sampling. The sample consisted of 150 outpatients who met the inclusion criteria. Data were collected through questionnaires using a five-point Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS version 3.0. The results show that all hypotheses are accepted. Tangibles, reliability, and responsiveness have a positive and significant effect on both patient trust and patient satisfaction directly. Patient trust also has a positive and significant effect on patient satisfaction with a coefficient of 0.425. Furthermore, patient trust significantly mediates the effects of tangibles, reliability, and responsiveness on patient satisfaction. Tangibles is the most dominant variable influencing patient trust with a coefficient of 0.612, while patient trust has the largest effect on patient satisfaction. The R-Square values for patient trust and patient satisfaction are 0.578 and 0.478 respectively, both falling within the moderate category. The study recommends that Bhayangkara Hospital Semarang improve physical facilities, service reliability, staff responsiveness, and build transparent communication in order to strengthen outpatient trust and satisfaction.


Keywords


Patient Trust; Patient Satisfaction; Reliability; Responsiveness; Tangibles.

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References


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DOI: https://dx.doi.org/10.30659/jrbi.v23i2.52847

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