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Pengaruh Kualitas Pelayanan terhadap Kepercayaan dan Dampaknya terhadap Komitmen Pemakai Jasa Kesehatan pada Puskesmas di Sumatera Barat

ID : 1-153-21, ISSN : 0854-4190 , PUB: Vol 15 , Desember, 2008

Abstract

The purposes of this study are to identify the service quality at public health in West Sumatera, the trust of healthy service user at public health in West Sumatera, the commitment of healthy service user at public health in West Sumatera, the influence of service quality toward trust of healthy service user at public health in West Sumatera, and the influence of trust toward commitment of healthy service user at public health in West Sumatera. The study showed some important results. First, there are negative gap of service quality at public health in West Sumatera, and highest gap of assurance dimension. Second, the satisfaction rate of assurance dimension are still lower than satisfaction average, but tangible dimension of the same with satisfaction average, although position of responsivennes and empathy dimensionare more higher than others. Third, the trust of healthy service user at public health in West Sumatera in general have high score. Fourth, the commitment of healthy service user at public health in West Sumatera in general have high score. Fifth, the service quality have significant influence toward trust of healthy service user at public health in West Sumatera. Finally, the trust of healthy service user have significant influence toward commitment of healthy service user at public health in West Sumatera.

 

Keyword: Service quality, trust, commitment.

Author: Ratni Prima Lita