<![CDATA[General Background Effective healthcare services require hospitals to fulfill community needs through responsive and empathetic care processes. Specific Background In hospital clinics, unresolved grievances create systemic service problems that weaken the relationship between healthcare providers and the community. Knowledge Gap Previous literature presents mixed findings regarding service variables, necessitating a deeper investigation into the specific psychological mechanisms connecting grievance resolution to overall service evaluation. Aims Based on the document "ARTIKEL+DEVI+REVIEW+2.docx", this research analyzes the direct relationship between complaint handling and satisfaction, alongside the mediating role of institutional credibility at Advent Hospital Bandar Lampung. Results Utilizing Structural Equation Modeling on 150 respondents, the analysis confirms grievance resolution positively determines institutional reliability and service evaluation. Furthermore, credibility positively dictates service evaluation and partially mediates the relationship between grievance resolution and clinical evaluations. Novelty This study explicitly positions credibility as a partial complementary mediator, proving that functional grievance resolution simultaneously creates relational value that reduces uncertainty during clinical encounters. Implications Healthcare administrators must prioritize communication transparency, response speed, and consistent follow-up protocols to solidify institutional reliability and secure sustainable clinical evaluations. Highlights Responsive grievance resolution directly determines the overall quality evaluation of healthcare services. Institutional credibility partially bridges the psychological gap between negative experiences and positive service appraisals. Transparent communication and rapid follow-up protocols are crucial for maintaining hospital reliability. Keywords Grievance Resolution; Institutional Credibility; Healthcare Services; Structural Equation Modeling; Service Recovery]]>
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