Building trust through quality of service mediated with satisfaction to acceptors of family planning in the province of South Kalimantan

Misransyah; Semuel Risal; Mukhlan Khariry; Cici Asmawatiy; Riki Welly Saputra; Sri Sulandjari; Roosganda Elizabeth

doi:10.1016/j.heliyon.2023.e13142

Building trust through quality of service mediated with satisfaction to acceptors of family planning in the province of South Kalimantan

Heliyon. 2023 Jan 21;9(2):e13142. doi: 10.1016/j.heliyon.2023.e13142. eCollection 2023 Feb.

Authors

Misransyah¹, Semuel Risal¹, Mukhlan Khariry¹, Cici Asmawatiy¹, Riki Welly Saputra¹, Sri Sulandjari², Roosganda Elizabeth³

Affiliations

¹ STIA Bina Banua Banjarmasin, South Kalimantan, Indonesia.
² Universitas Kristen Satya Wacana, Salatiga, Indonesia.
³ Badan Riset dan Inovasi Nasional (BRIN), Indonesia.

Abstract

This study aims to analyze the effect of service quality on the satisfaction of Long-Term Contraception Method family planning acceptors, analyze the effect of family planning service quality on the trust of Long-Term Contraception Method family planning acceptors, analyzing the effect of acceptor satisfaction on trust, and analyzing the effect of service quality on trust which is mediated by the satisfaction of couples of Long-Term Contraception Method acceptors. So that it can be a reference in making future family planning programs so that it is right on target and can control the rate of population growth. This study uses a quantitative approach, namely research that emphasizes analysis of numerical data obtained by statistical methods to test hypotheses so that the significance of the relationship between the variables studied is obtained. The number of samples in this study was 120 respondents in data collection using multistage sampling and simple random sampling techniques, data analysis techniques using path analysis using the SEM-PLS program. The results showed that the variable quality of family planning officers had a positive and significant effect on the satisfaction of family planning acceptors, the variable of service quality of family planning officers had a positive and significant effect on the trust of family planning acceptors, the variable of satisfaction with family planning acceptors had a positive and significant effect on the trust of family planning acceptors, and the variable of service quality of family planning officers. positive and significant effect on the trust of family planning acceptors mediated by the satisfaction of family planning acceptors using Long-Term Contraception Method.

Keywords: Family planning acceptor; Family planning officer; Satisfaction; Servqual; Trust.