MEMBANGUN KEPERCAYAAN KEPADA RUMAH SAKIT BERDASARKAN KUALITAS LAYANAN DAN KEPUASAN PASIEN

Trust is the most important thing in maintaining good relations between service organizations and their
customers. Patient trust in the hospital is the main key to the progress of a hospital. The purpose of this study was
to analyze and examine the effect of service quality on satisfaction and trust. The results showed that the quality
of service each had an effect on satisfaction and trust, meaning that the quality of good hospital services could
increase the satisfaction and trust of patients and their families at Sumberglagah Hospital, Mojokerto. The
empathy aspect, namely the willingness of each officer to give personal (individual) attention to the patient and
the patient's family, is an important thing that must be considered by the hospital to create optimal service.
Communication-oriented services really help patients in the healing process or can foster self-confidence and
hope for recovery. This communication will make a patient and the patient's family trust to be hospitalized at this
hospital
Keywords: Service Quality, Satisfaction, Trust