How Service Quality Shapes Public Trust: A Quantitative Study at Labuang Baji Regional General Hospital in Makassar City, Indonesia

Abstract

Public trust in health services is an important factor in ensuring the sustainability and quality of hospital services. This study examines service quality's effect on Public Trust at Labuang Baji Regional General Hospital, Makassar City. It uses a quantitative method with a survey approach, collecting data through questionnaires filled out by 98 patient respondents. Simple linear regression analysis is used to identify the relationship between service quality and Public Trust. The results of the study indicate that service quality has a positive and significant effect on Public Trust, with a determination coefficient (R²) value of 0.516, which means that 51.6% of Public Trust variability can be explained by service quality. The regression coefficient value of 0.965 and a significance level of 0.000 (p <0.05) indicate a significant positive relationship between the two variables. The service quality indicator shows an excellent average score, reflecting high public trust in RSUD Labuang Baji. Recommendations for further research to integrate other variables, such as patient communication and technological innovation, to broaden insight into the factors influencing Public Trust in the healthcare sector.