Exploring Service and Environment: In-patient trust and satisfaction in public hospital

hadiyati, hadiyati and Suroto, Bambang and fatkhurahman, fatkhurahman (2020) Exploring Service and Environment: In-patient trust and satisfaction in public hospital. In: IOP Conference Series: Earth and Environmental Science.

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Abstract

This study focused on in-patient trust in the Regional Public Hospital of M. Sani in Tanjung Balai Karimun Regency in regards to the services given and its position as a comparative and exemplary hospital representing the international-level ones. This hospital is called so because it is located in the entrance area to the neighboring countries. The problem regarding the services in this government-owned Regional Public Hospital has become a part of discussion requiring a solution. The medical officers in the government-owned hospitals have recently been distinguished from the medical officers in the overseas hospitals. The responsiveness and motivation giving in the foreign hospitals have been found better than the government-owned ones. This study aimed at establishing the influence of responsiveness and motivation giving towards patient satisfaction and its impact towards in-patient trust in Tanjung Balai Karimun Regency. This study used the survey method with 100 patients and their families as the samples by employing an accidental sampling technique. The data collection technique used questionnaires and the data analysis technique used SEM analysis instrument via WarpPLS software. The results of the study indicated that the medical officers responsive towards the patients and motivating them will make them satisfied towards the services given. Patient satisfaction significantly influences their trust towards in-patient services in the Regional Public Hospital of M. Sani of Tanjung Balai Karimun Regency.

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