The Influence of Service Delivery System on Hospital Image and Patient Trust at Taman Husada Regional Public Hospital Bontang

  ABSTRACT: The purpose of this study is to examine the influence of service delivery system (physical facilities and contact personnel) on hospital image and patient trust at Taman Husada Regional Public Hospital Bontang. The sampling technique in this research is non probability sampling, specifically purposive sampling with a total of 125 respondents selected through the direct distribution of questionnaires to inpatients covered by BPJS PBI class III. The data analysis technique utilizad is structural equation modeling (SEM) using smart PLS version 3.0. The results of the study show that out of seven hypotheses, four hypotheses to be positive and significant and three hypotheses positive but not significant.

KEYWORDS : Physical Facilities, Contact Personnel, Hospital Image, Patient Trust.