ENHANCING STROKE PATIENT SATISFACTION THROUGH SERVICE QUALITY, TRUST, AND PATIENT-CENTERED CARE
DOI:
https://doi.org/10.36085/jam-ekis.v9i2.9952Abstract
Patient satisfaction is an essential indicator of healthcare performance, particularly in stroke care, which involves complex and long-term treatment. This study examines the effects of service quality and trust on stroke patient satisfaction, with Patient-Centered Care (PCC) as a mediating variable, at RSI PKU Muhammadiyah Pekajangan Pekalongan. Using a quantitative explanatory approach, data were collected from 150 stroke patients through structured questionnaires selected via proportional and purposive sampling. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS. The findings reveal that service quality has a significant positive effect on patient satisfaction and PCC. Trust significantly influences PCC but does not directly affect patient satisfaction. PCC has a significant positive effect on patient satisfaction and mediates the relationships between service quality and satisfaction as well as between trust and satisfaction. These results emphasize the importance of enhancing service quality and trust through patient-centered care implementation to improve stroke patient satisfaction and healthcare service outcomes.
References
Álvarez-García, J., González-Vázquez, E., Del Río-Rama, M. de la C., & Durán-Sánchez, A. (2019). Quality in customer service and its relationship with satisfaction: An innovation and competitiveness tool in sport and health centers. International Journal of Environmental Research and Public Health, 16(20). https://doi.org/10.3390/ijerph16203942
Erwansyah, E., & Nasution, M. D. T. P. (2026). Analysis Of Service Quality And Price Perception On Customer Loyalty With Perceived Value As A Mediating Variable Among Visitors Of Villa Star Homestay Takengon. Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS), 9(1), 259-273.
Faurini, N., Nasution, M. I., & Maisyarah, R. (2026). The Influence Of Internal Control System And Service Quality On Good University Governance, Moderated By Organization Culture. Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS), 9(1), 245-258.
Fauziah, F., Surachman, E., & Muhtadi, A. (2019). Integration of service quality and quality function deployment as an effort of pharmaceutical service improvement on outpatient in a referral Hospital, Karawang, Indonesia. Journal of Advanced Pharmacy Education and Research, 9(2), 13–23.
Fipiana, W. I., Harminto, H., & Lusia, V. (2021). Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Umum di Klinik Cipinang Jakarta dengan Metode Servqual. Jurnal Manajemen FE-UB, 9(2), 102–111.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. 8.
Hermawan, H., Sularso, R. A., Yulisetiarini, D., & Sukarno, H. (2021). The Influence of Marketing Communication, Relationship Commitment, Business To Consumer Relationship Quality on Customer Loyalty in the Bread Industry. PalArch’s Journal of Archaeology of Egypt/ Egyptology, 18(7), 883–898.
Iskandar, A., & Februadi, A. (2021). Pengaruh Dimensi Service Quality Terhadap Kepuasan Pasien di Bagian Rawat Inap Rumah Sakit Immanuel Bandung. Majalah Ilmiah UNIKOM, 19(2), 87–95. https://doi.org/10.34010/miu.v19i2.6388
Meilaty, F., Fernandez, Z., & Dedi, W. (2025). Pengaruh Customer Satisfactiont Dan Corporate Reputationt Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Pt. Jne Kota Bengkulu). Jurnal Ilmiah Akuntansi, Manajemen Dan Ekonomi Islam (Jam-Ekis), 8(1), 51-60.
Meithiana, I. (2019). Pemasaran & Kepuasan Pelanggan (1st ed.). Unitomo Press.
Miolda, P. R., Pratama, E. P. P. A., Pramudyawardani, F. D., Fawwaz, M., & Rahmayanti, T. (2023). Patient-Centered Care in Improving the Quality of Health Services: A Systematic Review. SEHAT: Jurnal Kesehatan Terpadu, 2(2), 84–93.
Mustakim, S. B., Multazam, A. M., & Rusydi, A. R. (2024). Pengaruh Pengalaman Pasien Terhadap Kepercayaan Pelayanan dengan Kepuasan Sebagai Intervening pada Rawat Inap Rumah Sakit Umum Daerah Kota Makassar. Jurnal Ilmiah Kesehatan, 5(2), 438–452.
Onsardi, O., Wulandari, K., Finthariasari, M., & Yulinda, A. T. (2021). Impact of service marketing on student decisions. JBMP (Jurnal Bisnis, Manajemen dan Perbankan), 7(2), 234-254.
Pinoi, E. S., Pakaya, N., & Hunawa, R. D. (2025). Hubungan Kepuasan Pelayanan Kesehatan Dengan Minat Kunjungan Ulang Pasien Pasca Stroke Di Klinik Kinesia Sentra Rehabilitasi Kota Gorontalo. MEDIC NUTRICIA: Jurnal Ilmu Kesehatan, 14(2), 25–31. https://doi.org/10.5455/mnj.v1i2.644xa
Purba, L., Halim, E. H., & Widayatsari, A. (2021). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan dan Loyalitas Pasien Rawat Jalan di Poliklinik Bedah Saraf RSUD dr. Doris Sylvanus Palangkaraya. Jurnal Ekonomi KIAT, 32(2), 1–16.
Putri, N. P. A. S. A. (2023). Pengaruh Kepercayaan dan Kualitas Pelayanan terhadap Kepuasan Pasien. Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 3(10), 1992–2001.
Ratnasari, I., & Damayanti, S. (2020). Pengaruh Kualitas Pelayanan Dan Kepercayaan Pasien Terhadap Kepuasan Pasien Rawat Inap Kelas 1 Peserta Bpjs Di Rsud Karawang. Cakrawala Management Business Journal, 3(2), 685–698.
Sari, W. P., Farida, N., & Jati, S. P. (2020). The Influence of Hospital Trust and Service Quality to Patient Satisfaction and Loyalty. Proceedings of the 1st International Conference on Business, Law And Pedagogy (ICBLP 2019), 203–207. https://doi.org/10.5220/0008429302030207
Shie, A.-J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., & Wu, Y. J. (2022). Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases. Frontiers in Public Health, 10. https://doi.org/10.3389/fpubh.2022.876266
Sjarifudhin, M., & Maria Rosa, E. (2018). Effectiveness of Patient Centered Care to Reduce Anxiety Level and Improve Satisfaction in Patients Undergoing Cataract Surgery. Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit, 7(3), 188–195. https://doi.org/10.18196/jmmr.7372
Soumokil, Y., Syafar, M., & Yusuf, A. (2021). Analisis Kepuasan Pasien Di Rumah Sakit Umum Daerah Piru. Jurnal Ilmiah Kesehatan Sandi Husada, 10(2), 543–551. https://doi.org/10.35816/jiskh.v10i2.645
Tjiptono, F., & Chandra, G. (2016). Service, Quality, & Satisfaction (4th ed.). Andi Offset.
Wahyuni, S., Laila, N., & Daulay, A. N. (2025). Pengaruh Penerapan Patient Centered-Care dan Mutu Pelayanan terhadap Kepuasan Pasien. SERAMBI: Jurnal Ekonomi Manajemen Dan Bisnis Islam, 7(1), 23–34.
Wardojo, S. S. I., & Rosadi, R. (2023). Analysis of Patient Satisfaction Levels According to the SERVQUAL Method on Post-Stroke Services at the Physiotherapy Clinic Muhammadiyah University Hospital Malang. KnE Medicine, 1–8. https://doi.org/10.18502/kme.v3i3.13482
Yhogy, B., Setiawan, H., & Rizany, I. (2023). Pelaksanaan Patient Centered Care (PCC) Menurut Perawat Sebagai Profesional Pemberi Asuhan: Literature Review. Nerspedia, 5(1), 13–22.
Yulia, M. (2023). Hubungan Pelaksanaan Patient Centered Care (PCC) dengan Kepuasan Pasien Rawat Inap. Jurnal Health Sains, 4(2), 91–103. https://doi.org/10.46799/jhs.v4i2.846
