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All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Pandith Aribowo
Universitas Pasundan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Fasilitas Fisik dan Personel terhadap Kepuasan Pasien Serta Implikasinya pada Kepercayaan Pasien: Suatu Survei pada Pasien di UPTD Puskesmas Cipamokolan Kota Bandung Tita Rostiana; Pandith Aribowo
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 3 (2026): Mei: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i3.2914

Abstract

This study aims to obtain empirical evidence regarding the influence of physical facilities and personnel on patient satisfaction and its implications for patient trust at UPTD Puskesmas Cipamokolan, Bandung. This study employed a quantitative approach using descriptive and verificative methods. Data were collected through questionnaires, observations, interviews, and literature studies. Data analysis was conducted using path analysis consisting of two structures. The first structure examined the effects of physical facilities and personnel on patient satisfaction, while the second structure examined the effect of patient satisfaction on patient trust. The results showed that physical facilities had a positive and significant effect on patient satisfaction with a path coefficient of 0.412, while personnel had a positive and significant effect with a path coefficient of 0.485. Simultaneously, physical facilities and personnel contributed 63.39% to patient satisfaction, while 36.61% was explained by other factors outside the model. Furthermore, patient satisfaction had a positive and significant effect on patient trust with a path coefficient of 0.782 and a contribution of 61.15%. These findings indicate that improving physical facilities and personnel quality is important in increasing patient satisfaction, which subsequently strengthens patient trust in UPTD Puskesmas Cipamokolan.
Co-Authors Tita Rostiana