Analysis of the Effect of Health Service Quality on Public Trust and Satisfaction
DOI:
https://doi.org/10.59188/eduvest.v5i2.1671Keywords:
Service Quality, Public Trust, Public SatisfactionAbstract
This research is intended to determine and explain the effect of health service quality on public trust and satisfaction (study at the Community Health Center Rogotrunan Lumajang Sub-District Lumajang Regency). This research uses a quantitative approach and is classified as explanatory research. The data collection technique used was a questionnaire. The population in this study was the entire population of Lumajang District, Lumajang Regency who used health services at the Rogotrunan Community Health Center, Lumajang Sub-District, Lumajang Regency. The research sample was determined as 100 respondents and the determination of respondents as samples used a simple random sampling method. The data analysis used to path analysis with a multiple linear regression approach which is analyzed with the Statistical Package for the Social Sciences (SPSS) software package. The results of the research show that there is an effect of service quality on public trust in the Rogotrunan Lumajang Sub-District Lumajang Regency. There is an effect of service quality on public satisfaction at the Rogotrunan Lumajang Sub-District Lumajang Regency. There is an effect of public trust on public satisfaction at the Rogotrunan Lumajang Sub-District Lumajang Regency. And, there is an effect of service quality on public satisfaction at the Rogotrunan Lumajang Sub-District Lumajang Regency through intervening public trust.
References
Al Qohirie, M. I. (2020). The Effect of Public Service Quality on Public Trust Through Public Satisfaction at the Medan District Court. University of North Sumatra.
Alimansyah, & Suratman. (2023). Prima Public Service Management. Adab Publisher.
Creswell, J. W., & Creswell, J. D. (2018). Research Design Qualitative, Quantitative, and Mixed Methods Approaches Fifth Edition. SAGE Publications, Inc.
Danar, O. R. (2022). Governance Theory. Deepublish.
Dwiyanto, A. (2022). Public Bureaucracy Reform in Indonesia. UGM PRESS.
Dwiyanto, A. (2023). Public Service Management: Caring, Inclusive, and Collaborative (2nd ed.). Gadjah Mada University Press.
Ghozali, I. (2020). Structural Equation Modeling Alternative Methods with Partial Least Squares (PLS) (IV). Diponegoro University Publishing Agency.
Han, J., Zuo, Y., Law, R., Chen, S., & Zhang, M. (2021). Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty. Frontiers in Psychology, 12 (August). https://doi.org/10.3389/fpsyg.2021.731279
Hardiansyah. (2018). Public Service Quality. Publisher.
Hayat. (2023). Public Service Management. Rajawali Press.
Kandampully, J., & Solnet, D. J. (2024). Service Management and Marketing Principles Competing in the Service Economy. Taylor & Francis.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education, Inc.
Kotler, P., & Keller, K. L. (2019). Marketing Management (Erlangga (ed.)). Erlangga.
Kożuch, B., Paliszkiewicz, J., & Magala, S. J. (2019). Managing Public Trust. Springer International Publishing.
Kurnianingsih, F., & Irwanto, I. (2021). Public Sector Management. https://books.google.co.id/books?id=mZ5OEAAAQBAJ
Kurniawan, A. (2005). Public Service Transformation. Update.
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377-392. https://doi.org/10.1108/IJSE-04-2017-0151
Laura, N. (2016). The Effect of Trust and Service Quality Toward Patient Satisfaction with Customer Value as Intervening Variable. Binus Business Review, 7(2), 157. https://doi.org/10.21512/bbr.v7i2.1589
Liu, H., Gao, H., & Huang, Q. (2020). Better Government, Happier Residents? Quality of Government and Life Satisfaction in China. Social Indicators Research, 147(3), 971-990. https://doi.org/10.1007/s11205-019-02172-2
Mahmudi. (2019). Public Sector Performance Management (3rd ed.). UPP YKPN College of Management Sciences.
Mulyadi, D., Gedeona, H. T., & Afandi, M. N. (2018). Public Administration for Public Services. Alfabeta.
Nugraha, K. S. W. (2022). Consumer Trust. In A. Sudirman (Ed.), Consumer Behavior: Essence, Position & Strategy (pp. 167-176). Indonesian Science Media. https://doi.org/10.4324/9780367426897-2
Pasolong, H. (2019). Public Administration Theory. Alfabeta.
Purnomo, S., & Qomariah, N. (2019). Improve Community Satisfaction and Trust in the Public Service Mal of Banyuwangi District. Proceedings of CELSciTech 4, 4, 40-47.
Putra, T. M. (2019). Public Services, Good Governance, and National Resilience. Gramedia Widiasarana Indonesia.
Rahman, S. (2019). The Effect of Service Quality and Innovation on Customer Satisfaction at Pt. PLN (Persero) Manado Area. EMBA Journal, 7(1), 301-311.
Rahman, S., Santoso, P. H., Stevanie, S., & Rusmansyah, W. (2021). The Influence of Trust, Innovation, and Service Quality on Customer Satisfaction and Loyalty on Gojek Customers. Entrepreneurship and Business, 65(1), 65-77. http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/KURS/index
Rice, N. B. (2020). Gaining Public Trust A Profile of Civic Engagement. Endicott and Hugh Books.
Sawir, M. (2020). Public Service Bureaucracy Concepts, Theories, and Applications. Deepublish.
Schindler, P. S. (2022). Business Research Methods (14th ed.). McGraw Hill.
Sekaran, U., & Bougie, R. (2020). Research Methods For Business A Skill Building Approach. Wiley.
Singh, S., & Jasial, S. S. (2021). Moderating effect of perceived trust on service quality-student satisfaction relationship: evidence from Indian higher management education institutions. Journal of Marketing for Higher Education, 31(2), 280-304. https://doi.org/10.1080/08841241.2020.1825029
Sugiyono. (2019). Quantitative Qualitative and R&D Research Methods. Alfabeta.
Taqdees, F., Sahahab Alam, M., & Shabbir, A. (2017). Hospital Healthcare Service Quality, Patient Satisfaction and Patient Loyalty: An Investigation in the context of Private Healthcare Systems of Pakistan. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
Tjiptono, F. (2016). Service, Quality & satisfaction. Yogyakarta. Andi.
Wonganawat, S., Pungnirund, B., Techarattanased, N., Sin-Akorn, P., & Sawasdiruk, J. (2022). The influences of service innovation, service quality, satisfaction, and trust on loyalty behavior of service users of non-hotel homestay guesthouses in Bangkok Metropolis. International Journal of Health Sciences, 6(6), 243-256. https://doi.org/10.53730/ijhs.v6ns6.9497
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing, 37(5), 1215-1233. https://doi.org/10.1108/IJBM-06-2018-0142
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 I'in Alfiah, Hari Karyadi, Suji
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
