This study aims to analyze the influence of patient trust and service digitalization on general patient
satisfaction, with service quality as an intervening variable. The study was conducted at RSUD H. Abdul
Aziz Marabahan, which faces challenges in improving patient satisfaction through digital service
innovation and strengthening patient trust. The research employs a quantitative approach, with data
collected through questionnaires from 88 respondents, who are general patients receiving services at
the hospital. Data analysis was conducted using the Partial Least Square-Structural Equation Modeling
(PLS-SEM) method to evaluate the direct and indirect relationships between variables. The results
indicate that service digitalization and patient trust have a significant positive effect on service quality.
Service digitalization also has a significant positive effect on patient satisfaction. However, service
quality does not directly influence patient satisfaction. Despite this, service quality still has an impact
on patient satisfaction. As an intervening variable, although it does not strengthen the effect on patient
satisfaction, service quality plays a crucial role in reinforcing the relationship between patient trust and
service digitalization in achieving patient satisfaction. Based on the findings, it is recommended to
enhance patient trust and service digitalization to achieve higher patient satisfaction, with a focus on
improving service quality as a key factor. The practical implications of this study can serve as a
foundation for developing hospital service strategies based on digital innovations to enhance the overall
patient experience