Exploring Service and Environment: In-patient trust and satisfaction in public hospital

This study focused on in-patient trust in the Regional Public Hospital of M. Sani in
Tanjung Balai Karimun Regency in regards to the services given and its position as a comparative
and exemplary hospital representing the international-level ones. This hospital is called so because it
is located in the entrance area to the neighboring countries. The problem regarding the services in
this government-owned Regional Public Hospital has become a part of discussion requiring a
solution. The medical officers in the government-owned hospitals have recently been distinguished
from the medical officers in the overseas hospitals. The responsiveness and motivation giving in the
foreign hospitals have been found better than the government-owned ones. This study aimed at
establishing the influence of responsiveness and motivation giving towards patient satisfaction and its
impact towards in-patient trust in Tanjung Balai Karimun Regency. This study used the survey
method with 100 patients and their families as the samples by employing an accidental sampling
technique. The data collection technique used questionnaires and the data analysis technique used
SEM analysis instrument via WarpPLS software. The results of the study indicated that the medical
officers responsive towards the patients and motivating them will make them satisfied towards the
services given. Patient satisfaction significantly influences their trust towards in-patient services in
the Regional Public Hospital of M. Sani of Tanjung Balai Karimun Regency.