Building Patient Trust in the Era of National Health Insurance: Consequences of Healthcare Service Quality, Satisfaction and Health Conditions

Wibowo, Nugroho Mardi and Utari, Woro and Widiastuti, Yuyun and Muhith, Abdul and Setyowati, Dyah Eko (2020) Building Patient Trust in the Era of National Health Insurance: Consequences of Healthcare Service Quality, Satisfaction and Health Conditions. Review of European Studies, 12 (3). pp. 75-87. ISSN 1918-7173

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Abstract

This study aimed to develop a patient trust model that contributes to patient satisfaction and quality healthcare services
by focusing on the role of patient health condition as a moderator. Data were collected from three regional general
hospitals in East Java, Indonesia, using a questionnaire administered to patients or the families of patients. The proposed
model consists of seven constructs. Four represent the quality of healthcare: quality of interaction (five variables),
physical environment quality (four variables), outcome quality (three variables), and justice quality (six variables). One
construct represents the patient’s health condition (two variables), another represents patient satisfaction (six variables),
and the last one is patient trust (six variables). The model was tested using structural equation modeling based on
WarpPLS. The goodness-of-fit statistic supported the patient trust model. The hypothesis testing results indicated that
physical environment quality, outcome quality, justice quality, and health conditions could predict patient satisfaction.
The health condition construct was found to moderate the effect of justice quality on patient satisfaction. Moreover,
interaction quality, outcome quality, health condition, and patient satisfaction had an influence on patient trust.

Item Type: Article
Uncontrolled Keywords: healthcare service, health condition, patient satisfaction, patient trust, WarpPLS
Subjects: H Social Sciences > HC Economic History and Conditions
Divisions: Jurnal
Depositing User: Mochamad Danny Rochman, A. Md
Date Deposited: 31 May 2021 08:59
Last Modified: 31 May 2021 08:59
URI: http://eprints.uwp.ac.id/id/eprint/2783

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