Determinants of Patient Trust in Public Hospitals: The Mediating Role of Perceived Service Quality

Mirna Fauziah Lailly; Thomas Stefanus Kaihatu; David Sukardi Kodrat

doi:10.61255/jeemba.v4i5.1709

Authors

Mirna Fauziah Lailly Universitas Ciputra Surabaya, Indonesia
Thomas Stefanus Kaihatu Universitas Ciputra Surabaya, Indonesia
David Sukardi Kodrat Universitas Ciputra Surabaya, Indonesia

DOI:

https://doi.org/10.61255/jeemba.v4i5.1709

Keywords:

Patient Trust, Perceived Service Quality, Professional Competency, Healthcare Facility, Government Regulation

Abstract

Purpose – This study examines whether Perceived Service Quality (PSQ) mediates the effects of Professional, Competency, Facility, and Government on Patient Trust among patients of public general hospitals (RSUD) in Indonesia, drawing on Service Quality Theory, Organizational Trust Theory, and the Structure-Process-Outcome framework.

Design/methodology/approach – This study employed a positivist, cross-sectional survey design with a seven-point Likert questionnaire administered to 350 patients of public general hospitals (RSUD) in Indonesia, analyzed using PLS-SEM with 5,000-subsample bootstrapping, Confirmatory Tetrad Analysis (CTA-PLS), the Cross-Validated Predictive Ability Test (CVPAT), Importance-Performance Map Analysis (IPMA), and Necessary Condition Analysis (NCA).

Finding/Results – Based on 350 valid respondents, eleven of thirteen hypotheses were supported: seven of nine direct paths (H1, H4–H9) were significant, while Professional→Trust (H2) and Facility→Trust (H3) were not; all four mediation paths (H10–H13) were significant, with Perceived Service Quality fully mediating the Facility and Professional effects and partially mediating the Competency and Government effects. The model explained 68.8% of the variance in Patient Trust (R²) and outperformed a naive linear-model benchmark in the Cross-Validated Predictive Ability Test (CVPAT).

Originality/Value – The study positions Perceived Service Quality as an explicit mediator reconciling mixed prior evidence on whether individual service-quality dimensions exert a direct effect on patient trust, extending single-dimension findings to Indonesia's public hospital system.

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