Analisis Pengaruh Kepercayaan Terhadap Loyalitas Pasien Melalui Nilai Pasien di RS Islam Sultan Agung pada Masa Pandemi Covid-19

Trust in management and policy practice (MPP) front line employee (FLE) at hospital are essential factors that need to be assured the Covid-19 pandemic so patients can feel safe. Patients’ trust this is mainly influenced by patients’ experiences while using health service provided hospital, thus affecting patient’s value might determine loyalty. This study aimed analyze effect of towards loyalty thorough value. A quantitative was conducted distributing a self-administered questionnaire outpatients Sultan Agung Hospital during November – December 2021. The partial least squares structural equation modelling (PLS-SEM) used relationships between trust, value, showed MPP have positive association FLE (H1: t-values = 40.597, p < 0.05). also observed (H3: =5.915, 0.05) (H4: =25.914, There no significant (H2: 1.444, 0,149).