The Effect of Communicative Services and Responsive Services on Patient Trust in Telkom's Special Health Service Clinic
Abstract
This study aims to examine the influence of communicative service and responsive service on patient trust at the Telkom Special Health Care Clinic. Patient trust is recognized as a crucial component in sustaining healthcare services, as it reflects patients’ confidence in the competence, integrity, and commitment of healthcare professionals to deliver safe, reliable, and professional medical care. Employing a quantitative approach with an explanatory research design, this study utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS software to test the proposed relationships among variables. The sample size was determined using the Slovin formula with a 5 percent margin of error and further strengthened through an oversampling strategy. As a result, more than 300 respondents who met the inclusion criteria as active clinic patients participated in the study. Data were collected using a structured questionnaire developed from indicators of communicative service, responsive service, and patient trust, all of which were measured using a five-point Likert scale. The findings reveal that communicative service has a positive and significant effect on patient trust. Responsive service also demonstrates a positive and significant influence on patient trust. In addition, communicative service significantly enhances responsive service. The mediation analysis further indicates that responsive service positively and significantly mediates the relationship between communicative service and patient trust. The coefficient of determination confirms that the proposed model possesses satisfactory predictive capability in explaining variations in patient trust. These findings highlight the importance of clear, empathetic, and transparent communication in improving patients’ perceptions of service responsiveness, which subsequently strengthens their trust in healthcare institutions. From a theoretical perspective, this study contributes to the advancement of an integrated framework linking communication practices and healthcare service quality. Practically, the results provide valuable insights for clinic management in developing communication- and responsiveness-based service improvement strategies aimed at fostering and maintaining patient trust over the long term
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