JERRY, HARTINA ADI SAPUTRI (2025) ANALISIS PENGARUH KUALITAS LAYANAN DAN CITRA PUSKESMAS TERHADAP KEPUASAN PASIEN DENGAN MEDIASI KEPERCAYAAN PADA PUSKESMAS DI KABUPATEN BONDOWOSO. Masters thesis, Institut Teknologi Dan Sains Mandala Jember.
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Abstract
ABSTRACT Community health centers (Puskesmas) serve as the frontline of public healthcare services, making service quality and institutional image crucial factors in achieving patient satisfaction. However, results from the patient satisfaction survey in Bondowoso Regency indicate that many evaluations remain in the “fairly good” category, particularly concerning service fees and timeliness. This reflects persistent challenges in meeting patients’ expectations optimally. The objective of this study is to analyze the effect of service quality and Puskesmas image on patient satisfaction, with trust as a mediating variable. The research was conducted across 25 Puskesmas in Bondowoso Regency with a population of 976,324 patients in 2024. The sample was determined using the Slovin formula with a 5% margin of error, resulting in 400 respondents proportionally distributed across the Puskesmas. The sampling technique employed was purposive sampling, with criteria including patients aged at least 17 years and having received services at least twice. The study applied a descriptive quantitative approach, and data were analyzed using Structural Equation Modeling (SEM) with Smart PLS 4.0. The findings reveal that both service quality and Puskesmas image have a significant effect on patient trust and satisfaction. Moreover, trust effectively mediates the relationship between service quality, institutional image, and patient satisfaction. These results emphasize that simultaneous improvements in service quality and institutional image foster greater trust, ultimately enhancing patient satisfaction. The study highlights important implications for Puskesmas management, particularly in strengthening healthcare workers’ competencies, ensuring cost transparency, improving complaint-handling systems, and developing sustainable public communication strategies. Keywords: Service Quality, Puskesmas Image, Trust, Patient Satisfaction
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | MANAJEMEN-S2 |
| Depositing User: | KARIM BUDIONO |
| Date Deposited: | 19 Jan 2026 04:45 |
| Last Modified: | 19 Jan 2026 04:45 |
| URI: | http://repo.itsm.ac.id/id/eprint/1616 |
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