The effect between ServQual, trust, and leadership toward inpatient’s satisfaction at Lawang Municipal’s CMC

Purwono, Bambang Sugiyono Agus, Jasin, Mochammad, Harisantoso, Imanuel Teguh and Tharaba, M. Fahim ORCID: https://orcid.org/0000-0003-3144-4221 The effect between ServQual, trust, and leadership toward inpatient’s satisfaction at Lawang Municipal’s CMC. Presented at Emerging Trends In Smart Societies First International Conference On Humanities For Smart Societies 2023 (HMSS 23), 27-28 May 2023, Online.

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Abstract

The purpose of this study is to analysis how trust, leadership, and service quality affect inpatient satisfaction at Community Medical Center, Lawang Municipal, South Sumatra. Inpatient satisfaction is one of the dependent variables, while service quality, trust, and leadership are the independent variables. There were 40 patients who responded to the survey. This research is the quantitative method using multiple regression analysis. Trust, leadership, and service quality had found to have a positive impact toward inpatient’s satisfaction at the Pendopo Inpatient Community Medical Center, while service quality had a negative impact. The trust variable makes the most contribution to inpatient satisfaction, followed by the leadership variable and the service quality variable (negative contribution).

Item Type:	Conference (Paper)
Keywords:	inpatient’s satisfaction; leadership; service quality; trust
Subjects:	13 EDUCATION > 1301 Education Systems > 130103 Higher Education
Divisions:	Faculty of Tarbiyah and Teaching Training > Department of Islamic Education Management
Depositing User:	Muhammad Fahim Tharaba
Date Deposited:	04 Apr 2024 10:45

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