PENGARUH KOMUNIKASI EFEKTIF TERHADAP KEPUASAN PELAYANAN RUMAH SAKIT ISLAM SITI RAHMAH PADANG

Dance Marsyandi Putra and Nazaruddin Aziz

No fxmj8, OSF Preprints from Center for Open Science

Abstract: Effective communication is an important factor as a tool to serve the patients in order to realize satisfactory services for patients. When patients feel satisfaction when he served this will indirectly increase patient visits and hospital revenue. Effective communication has five basic components, namely respect, empathy, audible, clarity, and humble, these five factors will influence patient satisfaction with care RS.Tujuan this study to determine the effect of effective communication to satisfaction of RSI Siti Rahmah service in Padang. This research is an analytic research in the field of human resource management, effective communication with the independent variables consist of components respect, empathy, audible, clarity, and humble while the dependent variable is the RSI Siti Rahmah service satisfaction Padang. The population in this study are patients with RSI Siti Rahmah Padang many as 24 662 patients. The sample in this study are patients with RSI Siti Rahmah Padang 100 patients as respondents sampling using sampling techniques Proportional random sampling. Univariate analysis by calculating the frequency distribution of each variable. While the bivariate analysis using multiple linear regression tests to measure simultaneously the independent variable on the dependent variable. The results of this study, to respect the independent variables did not significantly affect the service satisfaction in RSI Siti Rahmah (regression coefficient = 0.332 and p = 3.32). While the independent variable empathy also did not significantly affect the service satisfaction in RSI Siti Rahmah (regression coefficient = 0.150 and p = 15.0). While the independent variable audible significant positive effect on service satisfaction in RSI Siti Rahmah (regression coefficient = 0.077 and p = 7.7). While the clarity of independent variables are also significant positive effect on service satisfaction in RSI Siti Rahmah (regression coefficient = 0142 and p = 14.2). While the independent variable humble significant positive effect on service satisfaction in RSI Siti Rahmah (regression coefficient = 0511 and p = 51.1). Variable respect, empathy, audible, clarity, and humble which is a component of effective communication simultaneously significant positive effect on service satisfaction in RSI Siti Rahmah value supported by F = 7.146 p = 0.000 Advice from researchers to the leadership of RSI Siti Rahmah Padang to maintain and improve effective communication in the service process in RSI Siti Rahmah and is expected to be able to innovate in implementing effective for communication to increase hospital revenue in the future.

Date: 2019-02-10
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:fxmj8

DOI: 10.31219/osf.io/fxmj8

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