PENGARUH PENATAAN TATA LAKSANA, PENATAAN SISTEM SDM, DAN PENINGKATAN KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN PASIEN DENGAN KEPERCAYAAN PASIEN SEBAGAI VARIABEL INTERVENING DI KLINIK BP AL DRIYOREJO - GRESIK

Abstract

This research aims to analyze the arrangement of governance, the management of human resources (HR) systems, and the improvement of public service quality on patient satisfaction and patient trust at the BP AL Driyorejo Clinic. This study employs a quantitative approach using a survey method involving 100 patient respondents. Data were collected through questionnaires measuring variables of governance arrangement, HR system management, public service quality improvement, patient satisfaction, and patient trust, which were then analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results of the study indicate that governance arrangement has a positive but non-significant effect on both patient satisfaction and patient trust. The HR management system has a positive and significant impact on patient satisfaction, while its effect on patient trust is non-significant. Furthermore, the improvement of public service quality shows a positive but non-significant influence on both patient satisfaction and trust. Patient satisfaction was found to have a positive and significant impact on patient trust. These findings emphasize that the higher the level of patient satisfaction with the services received, the greater the patient's trust in the healthcare institution. This research is expected to provide insights for the clinic to enhance its human resource systems and overall service quality.