From Complaint to Satisfaction: The Role of Complaint Management System in Patient Satisfaction | Zenodo Skip to main Communities My dashboard Log in Sign up International Journal of Educational Review, Law And Social Sciences (IJERLAS) Published March 31, 2026 | Version v2 Journal article Open From Complaint to Satisfaction: The Role of Complaint Management System in Patient Satisfaction Authors/Creators Ni Wayan Pratita 1 Gede Sri Darma 1 Show affiliations 1.
Universitas Pendidikan Nasional, Indonesia Description This study aims to analyze the effect of the Complaint Management System (CMS) on patient satisfaction with trust as a mediating variable at Tangguwisia Regional Hospital and Giri Emas Regional Hospital, both Class D government hospitals in Buleleng Regency, Bali. The issue addressed in this study is the suboptimal implementation of the CMS, which has the potential to reduce patient trust and satisfaction with hospital services. This study examines: (1) the direct effect of CMS on patient satisfaction, (2) the effect of CMS on patient trust, (3) the effect of trust on patient satisfaction, and (4) the mediating role of trust in the relationship between CMS and patient satisfaction. The study used a quantitative approach with a cross-sectional survey design on 150 inpatients selected through a purposive sampling technique. Data analysis was performed using Partial Least Square Structural Equation Modeling (PLS-SEM) with the SmartPLS 4 application. The results showed that CMS had a positive and significant effect on both patient satisfaction and patient trust. Trust also had a significant effect on patient satisfaction and was proven to partially mediate the relationship between CMS and patient satisfaction. These findings demonstrate that a responsive, transparent, and solution-oriented complaint management system not only directly improves patient satisfaction but also strengthens patient trust, ultimately enhancing overall satisfaction. Academically, this study adds to the literature by confirming the role of trust as a crucial mediating variable in the context of Class D government hospitals in Indonesia. Files Ni+Wayan+Pratita (1).pdf Files (883.5 kB) Name Size Download all Ni Wayan Pratita.pdf md5:fa9a8a1070d4208ea93187e57770a8ef 377.2 kB Preview Download Ni+Wayan+Pratita (1).pdf md5:d21ad7f2ad99937482dc78d6b0839537 506.2 kB Preview Download Additional details Software Repository URL https://radjapublika.com/index.php/IJERLAS/article/view/5226 Development Status Active 64 Views 55 Downloads Show more details All versions This version Views Total views 64 30 Downloads Total downloads 55 42 Data volume Total data volume 26.3 MB 20.7 MB More info on how stats are collected.... Versions External resources Indexed in OpenAIRE Communities Details DOI DOI Badge DOI 10.5281/zenodo.19447658 Markdown [](https://doi.org/10.5281/zenodo.19447658) reStructuredText .. image:: https://zenodo.org/badge/DOI/10.5281/zenodo.19447658.svg :target: https://doi.org/10.5281/zenodo.19447658 HTML <a href="https://doi.org/10.5281/zenodo.19447658"><img src="https://zenodo.org/badge/DOI/10.5281/zenodo.19447658.svg" alt="DOI"></a> Image URL https://zenodo.org/badge/DOI/10.5281/zenodo.19447658.svg Target URL https://doi.org/10.5281/zenodo.19447658 Resource type Journal article Publisher International Journal of Educational Review, Law And Social Sciences (IJERLAS) Published in International Journal of Educational Review, Law And Social Sciences (IJERLAS), 6(1), 184-194, ISSN: 2808-487X, 2026. Rights License Creative Commons Attribution 4.0 International The Creative Commons Attribution license allows re-distribution and re-use of a licensed work on the condition that the creator is appropriately credited. Read more Citation Export Technical metadata Created April 7, 2026 Modified April 7, 2026 Jump up About About Policies Infrastructure Principles Projects Roadmap Contact Blog Blog Support Help FAQ Developers REST API OAI-PMH Contribute GitHub Donate Funded by Powered by CERN Data Centre & InvenioRDM Status Privacy policy Cookie policy Terms of Use This site uses cookies. Find out more on how we use cookies Accept all cookies Accept only essential cookies