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 (Universitas Pasundan)
Pandith Aribowo (Universitas Pasundan)

Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Vol. 4 No. 3 (2026): Mei: Jurnal Penelitian Manajemen dan Inovasi Riset

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.