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All Journal JMM17: Jurnal Ilmu Ekonomi dan Manajemen JEB17 : Jurnal Ekonomi dan Bisnis Jurnal Terapan Abdimas Jurnal Pengabdian Pada Masyarakat JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Primanomics : Jurnal Ekonomi & Bisnis CARADDE: Jurnal Pengabdian Kepada Masyarakat Jurnal Kreativitas PKM Jurnal Entrepreneur dan Entrepreneurship Business and Finance Journal Jurnal Ilmiah Edunomika (JIE) Jurnal Hospitality dan Pariwisata Jurnal Pendidikan dan Kewirausahaan Indonesian Journal of Social and Environmental Issues (IJSEI) Nusantara: Jurnal Pendidikan Indonesia Ilomata International Journal of Social Science Jurnal Abdimas Kartika Wijayakusuma EKONOMIKA45 Dewantara: Jurnal Pendidikan Sosial Humaniora Journal Research of Social Science, Economics, and Management Journal of Business on Hospitality and Tourism
Lexi Pranata Budidharmanto
Universitas Ciputra
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The Influence of Service Quality and Communication Moderated by Patient Trust on Patient Satisfaction R. P. Hutadjulu, Rebecca; Budidharmanto, Lexi Pranata; Padmalia, Metta
Journal Research of Social Science, Economics, and Management Vol. 5 No. 6 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i6.1265

Abstract

The growth of the healthcare industry in North Sulawesi has driven existing hospitals to continuously enhance the quality of their services. RSUP Prof. Dr. R. D. Kandou Manado, operating since 1995, now faces increasing competition from newly established hospitals and must therefore innovate its patient care services. This research intends to examine the influence of service quality and communication quality on patient satisfaction, with patient trust as the moderating variable. The study was conducted using a quantitative approach, employing Structural Equation Modeling (SEM) with a multivariate statistical analysis method through Smart-Partial Least Square (Smart-PLS). The survey was carried out in the North Sulawesi region by distributing questionnaires via social media from May 2024 to April 2025. The findings indicate that service quality, when moderated by patient trust, significantly affects patient satisfaction, whereas communication quality moderated by patient trust does not show a significant effect on patient satisfaction. This study confirms that service quality significantly enhances patient satisfaction when moderated by patient trust. In contrast, communication quality, even when moderated by trust, does not significantly impact satisfaction. These findings highlight the central role of trust in amplifying the effect of service quality, offering practical guidance for hospitals to focus on service excellence and trust-building as key drivers of patient satisfaction.
Co-Authors Agoestinus Lis Indrianto, Agoestinus Lis agustina, karina enny Alexander Hariohoedojo Anastasya Connietha Bagio Devina Martina Deviyanti Lunardi, Deviyanti Lunardi Dewa Gde Satrya Dewa Gde Satrya Dewa Gde Satrya Dewa Gde Satrya, Dewa Gde Dwi Sunu Widyo Pebruanto Ellen Lawrencia Yahya Ellen Lawrencia Yahya erina subiantoro Febriyanti Ella Tri Wulandari Federica, Gabriela Hilda Yunita Wono I Dewa Gde Satrya Widyaduta Karina Enny Agustina Kezia Victory Purwadi Laura Mahendratta Tjahjono Lucky Cahyana Subadi Maria Elisabeth Olivia Putri Anggoro Metta Padmalia Nathanael, Evan Kevin Ni Putu Aryani Oeynardi, Livia Purwadi, Kezia Victory Putri, Natashya Geiska R. P. Hutadjulu, Rebecca Satrio, Celine Brian Shienny Megawati Sutanto Siska Septian Andriyani Siska Septian Andriyani subiantoro, erina Sulaiman, Debbi Thomas S Kaihatu Thomas Stefanus Kaihatu Wahyudi, Julietta Cesilia Yahya, Ellen Lawrencia Yopy Junianto