The Influence of Service Quality and Trust on Patient Satisfaction at UPT Puskesmas Pasar Ambon Bandar Lampung

Abstract

This study examines the influence of service quality and trust on patient satisfaction at UPT Puskesmas Pasar Ambon, Bandar Lampung. Utilizing a quantitative approach, data were collected through surveys from a sample of 95 patients out of a population of 2085. The analysis revealed that both service quality and trust significantly and positively impact patient satisfaction. The regression equation (Y = 1.089 + 0.261 X1 + 0.484X2) indicates that improvements in service quality and trust can lead to higher patient satisfaction. The t-test results for service quality (8.207) and trust (6.419) were significant, as was the overall model fit (F = 133.276, p < 0.05). These findings suggest that healthcare centers should focus on enhancing service quality and building trust to improve patient satisfaction. The study recommends continuous staff training, better communication strategies, and regular patient satisfaction surveys.