The Effects of Responsiveness and Tangibles in Outpatient Services on Patient Comfort and Trust Among JKN-KIS Participants (Study at Dr. Soedibjo Sardadi Naval Hospital, Jayapura)
DOI:
https://doi.org/10.59525/jess.2071Keywords:
Responsiveness, Tangibles, Comfort, Trust, JKN-KISAbstract
The quality of outpatient services is an important factor in determining patient comfort and trust, particularly among JKN-KIS participants. Two aspects that contribute to service quality are responsiveness and tangibles. To determine the effect of responsiveness and tangibles of outpatient services on the comfort and trust of JKN-KIS participants at Rumkital Dr. Soedibjo Sardadi Jayapura. This study employed a quantitative approach with an observational analytical design. The sample consisted of 107 JKN-KIS participants receiving outpatient services. Data were collected using questionnaires. Data analysis was performed using multiple linear regression with t-tests, F-tests, and the coefficient of determination (R Square). Responsiveness had a significant effect on comfort (t = 6.950; p = 0.000) and trust (t = 5.119; p = 0.000). Tangibles also had a significant effect on comfort (t = 3.849; p = 0.000) and trust (t = 4.701; p = 0.000). Simultaneously, responsiveness and tangibles significantly affected comfort (F = 181.513; p = 0.000), with a contribution of 77.7%, and trust (F = 149.051; p = 0.000), with a contribution of 74.1%. Responsiveness and tangibles have both partial and simultaneous effects on the comfort and trust of JKN-KIS participants. Improving staff responsiveness and the quality-of-service facilities should therefore be prioritized to enhance patient experience and trust.
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