Determinants of Patient Satisfaction: The Effect of Service Quality and Hospital Image with Patient Trust as a Mediator
DOI:
https://doi.org/10.54518/rh.6.4.2026.1637Keywords:
Hospital Image, Patient Satisfaction, Patient Trust, Service Quality, Trust MediationAbstract
Patient satisfaction is an important indicator of healthcare quality, yet improvements in service performance do not always translate into consistently favorable patient evaluations. This study aimed to examine the effects of service quality and hospital image on patient satisfaction and patient trust, as well as the mediating role of patient trust. A quantitative survey with a causal design was conducted among 342 respondents consisting of inpatients and family members or companions. Data were collected using a structured questionnaire with a five-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The findings show that service quality and hospital image have positive and significant effects on patient satisfaction and patient trust. Patient trust also has a positive and significant effect on patient satisfaction and significantly mediates the effects of service quality and hospital image on patient satisfaction. These findings indicate that improving service quality and strengthening hospital image should be accompanied by efforts to build patient trust. The study concludes that patient trust is an important mechanism for translating service experiences and institutional perceptions into greater patient satisfaction.
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