Pengaruh Tingkat Kepuasan pada Layanan Rumah Sakit terhadap Tingkat Kepercayaan Pasien pada Tenaga Medis di Kota Medan

Abstract

The phenomenon of patients from Medan seeking medical treatment abroad reflects a low level of trust in local hospital services. This study aims to examine the influence of patient satisfaction with hospital services on patient trust in medical personnel in Medan City. The research employed a quantitative method with a causal design. A total of 120 respondents were selected using purposive sampling, with instruments in the form of a patient satisfaction scale for hospital services and a patient trust scale for medical personnel. Data analysis was conducted using simple regression with the assistance of SPSS. The results indicated a significant influence of patient satisfaction with hospital services on patient trust in medical personnel, with a contribution of 55.2% (p < 0.05). The higher the patient satisfaction with hospital services, the greater the trust in medical personnel. The findings of this study provide valuable insights for hospitals to improve service quality, both in technical and non-technical aspects, particularly in interpersonal communication and empathy among medical personnel, to foster patient trust. Moreover, the results serve as a consideration for local government in formulating strategic policies to enhance the competitiveness of local hospital services and reduce the tendency of patients to seek medical treatment abroad.