Authors : Edy Wahyudi
DOI : 10.18231/j.jchm.2025.004
Volume : 12
Issue : 1
Year : 2025
Page No : 19-26
Abstract Background: Patient satisfaction serves as a critical indicator of healthcare quality and is integral to the long-term success of healthcare institutions. Understanding the factors that influence patient satisfaction is essential for improving healthcare delivery and policy. Objectives: This study aims to examine the influence of service quality, hospital image, and patient trust on the satisfaction of National Health Insurance outpatients at Tertiary Care Hospital of RS Khusus Bedah Hasta Husada. It also investigates whether patient trust mediates the relationship between service quality, hospital image, and patient satisfaction. Materials and Methods: A quantitative approach with an explanatory research design was employed. Data were collected using structured questionnaires from 99 National Health Insurance outpatients, selected through purposive sampling. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the relationships between variables. Results: The results show that service quality significantly influences outpatient satisfaction (β = 0.613, p < 0.001) and patient trust (β = 0.309, p < 0.001), while hospital image positively affects patient trust (β = 0.508, p < 0.001) but does not directly impact satisfaction (β = 0.042, p = 0.335). Indirect testing reveals that patient trust does not mediate the relationship between service quality and satisfaction (β = 0.054, p = 0.221) or between hospital image and satisfaction (β = 0.088, p = 0.102). Overall, service quality plays the most critical role in improving patient satisfaction, while hospital image primarily strengthens patient trust. Conclusion: This study underscores the importance of service quality and trust in enhancing patient satisfaction. Hospital policies should prioritize improvements in medical personnel skills, service efficiency, and facility cleanliness to meet patient expectations and foster trust. Keywords: Service quality, Hospital image, Patient Trust, Patient satisfaction.