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)

Harisantoso, Imanuel Teguh

Jasin, Mochammad

Purwono, Bambang Sugiyono Agus

Tharaba, M. Fahim

UIN Maliki Malang Repository

*Corresponding author: bambang.sugiyono@ciputra.ac.idThe Effect Between ServQual, Trust, and Leadership toward Inpatient’s Satisfaction  at Lawang Municipal’s CMCBambang Sugiyono Agus Purwono*School of Business and Management, Universitas Ciputra Surabaya, IndonesiaMochammad JasinUniversitas Islam Negeri Syarif Hidayatullah, Jakarta, IndonesiaImanuel Teguh HarisantosoUniversitas Kristen Satya Wacana, Salatiga, IndonesiaM. Fahim Tharaba, Ali NasithFakultas Ilmu Tarbiyah dan Keguruan, Universitas Islam Negeri Maliki Malang, IndonesiaAbstract: 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).Keywords: Inpatient’s satisfaction, Leadership, Service quality, TrustChapter21. IntroductionWorld Health Organization (WHO) defined health is a condition of complete physical, mental and social prosperity and not simply the shortfall of illness or ailment.   If someone becomes sick, the patient will try to look for the health facility near their place. Indonesia had two health facilities, there are private and state health facilities. Two state facilities are hospital (Class A, B, and C) and Community Medical Center (CMC/“Puskesmas”). Research BackgroundCMC is a health care facility or health administration office that provides individual and local medical services at the highest level while also providing health promotion and preventive services in their operating area. The social class clinical consideration runs a piece of specific useful of the prosperity impact in the common or city, to additionally foster prosperity and getting, status and to deal with the expense of strong life for every individual so every one can have an optimal sound life. In all civil and urban areas throughout Indonesia, the CMC is the primary stage and exact office. Since each CMC receives a functional endowment from the public authority to provide the best health care to the general public, it is essential for a large number of Indonesians because it is small and affordable. The primary level and precise office, which can be observed in all civil and urban areas of Indonesia. Because each CMC receives a functional endowment from the public authority to provide the best health care to the general public—the highest level and exact office that can be seen in all civil and urban areas throughout Indonesia—the local wellness center is essential for a large number of Indonesians. Since each CMC receives a functional endowment from the public authority to provide the best health care to the general public, it is essential for a large number of Indonesians because it is small and affordable.8 Emerging Trends in Smart Societies: Interdisciplinary PerspectivesDespite the fact that the health service CMC actually needs to provide the best quality, prompt, and expert assistance.CMC must provide medical and health services, but they must constantly strive to improve service quality, patient trust, and patient and community satisfaction. In order for a patient to truly be satisfied with the service, a CMC must be accurate in knowing the patient’s need and hopes.When people need CMC services, there are issues with the system, regulations, and complicated bureaucracy. For instance: Because of their unsatisfactory service, the medical director and the paramedics are not pleasant to the patient. Additionally, the paramedics are not punctual due to their lack of discipline.One of the CMCs in Indonesia is the CMC in Pendopo, Lawang Municipal, South Sumatra. It is also one of the CMCs that can provide the best service to the surrounding community with high perfectionism and high responsibility in order to achieve a high patient satisfaction score that can be recorded as data for the CMC’s inpatients (Table 2.1).In 2017, there were 215 inpatients at the CMC Pendopo. Of those, 40 were dissatisfied, while 175 were satisfied. In 2019, there were 301 inpatients, 290 of whom were satisfied and eleven who were not.Table 2.1  Data Inpatient’s satisfaction in Lawang Puskesmas year 2017 till 2019Inpatient 2017 2018 2019Satisfied 175 215 290Dissatisfied 40 5 11Total 215 220 301Source: Anwar (2020).Table 2.2 shows the functioning ethic that can be utilized by supervisor as a method for speaking with the sub-ordinates, so they will actually want to change their lead. It can also be used to increase employees’ awareness of the need to adhere to all workplace social and systemic norms.Competence defines as the willingness to perform a job or task based on one’s knowledge, skills, and attitude.Other issues include factors like service quality, trust, and leadership that can make patients happy.Table 2.2 Previous researchResearcher Year DescriptionRivai, V and Ella Sagala2015 Discipline. There are, for instance, holes: Workers frequently arrive late to care for patients. Senior laborers were occasionally unreliable. Authorization for infractions is not granted consistently and reasonably.Wibowo 2016 Competence. It’s about the expert’s ability to complete the task given their knowledge, experience, and perspectives supported by work.Rusmiati, Abdullah, and Tamsah2018 Quality of service. There are gaps between what people think is real and what they expect to be real, for instance: Poor bureaucracy delays attending to the impatient desire for the initial medical action; and they lack sufficient tangibles or specific facilities.Dian Fitry Anwar 2020 Patient’s satisfactory. In 2017, 215 inpatients were discharged, of which 175 were satisfied and 40 were dissatisfied. There were 220 inpatients in total in 2018, of which 215 were satisfied and 5 were dissatisfied. The total number of inpatients in 2019 was 301, of which 290 were completed and 11 were not.The Research ObjectiveThe research objective is to analyze the effect between service quality, trust, and leadership to the inpatient’s satisfaction at CMC, Lawang Municipal, South Sumatra.2. Literature StudyThis paper discussed about the operational variables of Trust, Leadership, Service quality, and Inpatient’s Satisfaction.Service QualityThe five dimensions of the, accessability, reliability, tangibles, empatyy, and responsiveness. Service quality is a multi-dimensional research instrument or variable that aims to capture consumer expectations and perceptions of service quality. Table 2.3 shows the variables of the  service quality, which can be summarized as the degree to which customers’ actual perceptions of the service experience confirm or disprove their pre-consumption expectations of quality.TrustRobbins, S. P. (2018) stated that: “.... five aspects that make up the idea of trust. Trust is characterized as a faith in the honesty, character, and capacity of a leader.”Table 2.4 shows that five attributes of trust are Competence, Consistency, Integrity, Loyalty, and Openness.The Effect Between ServQual, Trust, and Leadership toward Inpatient’s Satisfaction at Lawang Municipal’s CMC 9LeadershipRobbins, S. P.  (2008) stated that: “The act of persuading a group of people to achieve a goal is called leadership. Leader is defined as someone who has managerial authority and can influence others.” Influence, authority, and followership are all characteristics of leadership. The most common method of influencing a group to achieve its goals is through leadership. Pioneer is defined as someone with administrative authority and the ability to influence others. Pioneers, influence, authority, and supporters are all attributes of an initiative.Table 2.3 The definition of the five dimensions of service qualityNo. ServQual Variables Description1 Tangibles The facilities, equipment, personnel, and communication materials is the physical aspects of what is provided to inpatients’ satisfaction.2 Reliability The ability to play out the surefire organization continually and unequivocally or ability to fulfill what was ensured exactly.3 Tangibles The facilities, equipment, personnel, and communication materials is the physical aspects of what is provided to inpatients’ satisfaction.4 Empathy The provision of care and individualized attention to customers or inpatients (access, comprehension, and communication with patients).5 Responsiveness The capacity to extend to ongoing issues and provide assistance quickly or the eagerness to assist in the long run recognizing the concept of adaptability and adaptability to the client’s requirements.Source: Nastih (2019) and Parasuraman (2022)Table 2.4 Five dimensions of trustNo. Trust Dimensions Definition1 Competence Attitudes, skills, and knowledge in both interpersonal and technical areas2 Consistency Good judgment, predictability, and dependability in handling situations3 Integrity Honesty and truthfulness4 Loyalty Willingness to physically and emotionally defend oneself, one’s organization, and others5 Openness Willingness to freely share with stakeholders information and ideasSource: Robbins S.P (2008).Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing the perceived performance (or result) of a product with their expectations is called satisfaction.” Perceived performance and expectations influence satisfaction The customer is not satisfied as mentioned performance is not as expected. Perceived performance and expectations play a role satisfaction. The customer is satisfied if the perceived performance meets his expectations.3. Research MethodThis research method discussed about Likert Scale, Mathematical model, and conceptual framework.Likert ScaleLikert Scale is the basic and most widely used psychometric assessment impact of respondents on educational and social science research.The Likert scale category using five scale, like: Disagree Strongly (1), Disagree (2), Neutral (3), Agree (4), and Agree Strongly (5) and makes the impression to measure each person’s view point [4]. The Quantitative approach of multiple linear regression analysis. Mathematical ModelMathematical model of this research is: b0 + b1 x1 + b2 x2 + b3 x3 + eij  = yij (1)where: yij = Inpatient satisfaction variable x1 = Service Quality x2 = Trust x3 = Leadership b0 = intercept or constant b1,bb2, b3 = coefficients of regression eij = Error.10 Emerging Trends in Smart Societies: Interdisciplinary PerspectivesNull HypothesisThe null hypothesis is rejected, it means that is a relationship between Service quality, Trust, Leadership toward Inpatient’s Satisfaction.The Research Conceptual FrameworkFigure 2.1 shows the flow chart of the research conceptual framework.Place and When the Research was Carried OutThe research was conducted at Jalan Nurdin Panji - Puskesmas Pendopo, Kabupaten Empat Lawang, Sumatera. The data were collected from May until July 2020.4. Results and DiscussionThis sub-chapter discussed about results and discussion.Description of the Research ResultsThe result was obtained from the primary and simulated data computation obtained from data distributions of questionnaires to the subjects of the research who are the inpatient respondents numbering to 40.Fig. 2.1 The research conceptual frameworkSource: Anwar (2020), Nasith (2019), Oshan (2016), Parsuraman (2002), Zeithaml (1990)Multiple Regression AnalysisTable 2.5 shows that the regression coefficient of the research variables outputs. The value here counted the Service quality, Trust, and Leadership, as an independent variables respectively is -0.049, 0.093, and 0.061, and the intercept is 4.196. Inpatient’s satisfaction as dependent variableTable 2.5 Coefficients of RegressionaVariables Coefficients B t test Significance(Constant) 4.196 7.783 0.000Servqual −0.049 −0.595 0.555Trust 0.093 0.855 0.393Leadership 0.061 1.029 0.310aDependent variable: SatisfactionThe mathematical representation are: y = 4.196 − 0.049 x1 + 0.093 x2 + 0.061 x3 (2)orInpatient’s satisfaction =  4.196 − 0.049 Service quality + 0.093 Trust + 0.061 Leadership (3)Equation 2 and 3 shows that the biggest contribution to inpatient satisfaction is trust variable (regression coefficient is 0.093), the second is Leadership variable (regression coefficient is 0.061), and the third is Service quality variable (regression coefficient is - 0.049) and negative contribution.5. ConclusionAt Community Medical Center, Lawang Municipal, South Sumatra, the mean values of the variables for service quality, trust, leadership, and inpatient satisfaction scores are above 3.0 (neutral or close to better).The trust variable makes the largest contribution to inpatient satisfaction, followed by the leadership variable and the service quality variable (negative contribution).6. AcknowledgmentThe authors are thankful to all those who have assisted in this research. Especially to the Rector of Universitas Ciputra Surabaya, Indonesia, Indonesia for his support.References 1. Anwar, D. F. (2020). The effect of Service Quality, Competency, Discipline, and Facility towards Patient’s Satisfaction at Puskesmas Hospitalization Pendopo Kabupaten Empat Lawang Sumatera Selatan. Thesis. Faculty of Economics, Master Degree in Management Study Program, Universitas Bina Insan Lubuklinggau. 2. Jasin, M., Vincent, S. S., Masroni. & Purwono, B. S. A. (2021). Dominant Factors for Enhancing Product Quality, Service Quality, Promotion Efforts, and Decision Making Toward The XBCA Bank Customer’s Satisfactions. Journal of Tianjin University Science and Technology. ISSN (Online): 0493-2137 E-Publication: Online Open Access. 54(6): 185 192.The Effect Between ServQual, Trust, and Leadership toward Inpatient’s Satisfaction at Lawang Municipal’s CMC 11 3. Kotler, P. E. (2000). Marketing Management. International Edition. Prentice Hall International, Inc.  4. Nasith, A., & Purwono, B. S. A. (2019). Service Quality Implementation to Increase the Youngsters’ Parishes Satisfaction at ABC Church. Journal of Advance Research in Dynamical & Control Systems. 11(11): 157 162. 5. Oshan. M. K. (2016). Providing Good Service Quality and Customer Satisfaction for Airline Ground Services. Master of Science Thesis, Management of Technology. Delft University of Technology. 6. Permenker No 43 (2019) about the Community Medical Center (Pusat Kesehatan Masyarakat). Accessed 10 November 2021. 7. Parasuraman, A. (2002). Service Quality and productivity: a synergistic perspective. Journal Managing Quality. 12(1):  6 9. 8. Robbins, S. P.,  Bergman, R., Stagg, I., and Coulter, M. (2008). Foundations of Management. Third Edition. Pearson Education.  9. Rusmiati, R. A., & Hasmin, T. (2018). The Effect of Service Quality, Facility, and Image toward Patient’s Satisfaction at Puskesmas Solo Kabupaten Wajo. Journal of  Management. 1(3): 1 12. 10. Zeithaml, V. A.,  Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service. The Free Press.

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

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

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