The effect of perceived value, perceived service quality on community service satisfaction: A case of Bendan Hospital Patient in Pekalongan City

Abstract

This research aimed to show how a company can improve its service quality of hospital community's satisfaction through Perceived value and Perceived service quality through brand Trust which is appropriate with Law Number 25 of 2009 concerning with Public Service and Government Regulation Number 96 of 2012 concerning with the Implementation of Law Number 25 of 2009 concerning with Public Service. The data were collected by distributing questionnaires to respondents through google form. The population of this research included the health care service of Bendan Hospital in Pekalongan City in the second semester in 2020 with unknown number and the number of samples were 154 people, which was based on random sampling. PLS version 3 was used to test the hypothesis. The research result of perceived value and perceived service quality affected the hospital community's satisfaction through the variable of brand trust mediation.