The Influence of Therapeutic Communication and Service Quality on Patient Loyalty at the Cardiology Poly of Sakinah Islamic Hospital at Mojokerto

Ferdiana Azhar; Prima Dewi Kusumawati

doi:10.30994/jqph.v6i1.424

Authors

Ferdiana Azhar Mojosari Public Health Center, Mojokerto Regency
Prima Dewi Kusumawati Department of Public Health, Institut Ilmu Kesehatan STRADA Indonesia

DOI:

https://doi.org/10.30994/jqph.v6i1.424

Keywords:

communication, loyalty, service quality

Abstract

The form of service that is the main focus of the hospital includes outpatient services or poly services, including cardiac polyclinic. Outpatient poly services are the main focus because there are more patients in outpatient polyclinics than inpatients. But in fact there are still many patients who are less loyal to the hospital due to poor service, or the communication delivered by the officer is not acceptable to the patient. The purpose of this study was to analyze the influence of therapeutic communication and service quality on patient loyalty at the Cardiology poly of Sakinah Islamic Hospital at Mojokerto. The design of this research is analytic observational cross-sectional approach. The population of this study were all patients at the Cardiology poly of Sakinah Islamic Hospital at Mojokerto with an average of 1520 patients per month. Samples were taken by using simple random sampling technique as many as 304 respondents. Data were collected using a questionnaire instrument and tested with multiple linear regression. The results showed that partially and simultaneously independent variables (communication and service quality) affected the dependent variable (patient loyalty) which was indicated by a significance value = 0.000 < = 0.05 so that H1 was accepted, meaning that there was an influence between communication and service quality on patient loyalty. . This shows that the better the communication and service quality, the more loyal patients will be to the hospital.

References

Azwar, A. (2012). Pengantar Administrasi Kesehatan. Tangerang : Binarupa Aksara.

Budiono S., Sarwiyata TW., dan Alamsyah A. (2014). Pelaksanaan Program Manajemen Pasien dengan Risiko Jatuh di Rumah Sakit, Jurnal Kedokteran Brawijaya, vol. 28, no. 1.

Bustami. (2012). Penjaminan Mutu Pelayanan Kesehatan & Akseptabilitasnya. Jakarta: Erlangga.

Donsu, Jenita Doli Tine. (2016). Metodologi Penelitian. Yogyakarta : Pustaka Baru Press.

Ghozali, Imam. (2011). Aplikasi Analisis Multivariate. Badan Penerbit Universitas Diponegoro. Semarang.

Hasan. Ali. (2010). Marketing Dari Mulut ke Mulut. Yogyakarta : Media Presindo.

Kotler, P., dan K. L. Keller. (2012). Manajemen Pemasaran. Edisi Ketiga belas. Jilid 1. Jakarta : Erlangga.

Kotler, Philip dan Armstrong, Gary. (2012). Principles of Marketing (Fourteenth Edition). England: Pearson Education Limite.

Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa Berbasis Kompetenis. Jakarta : Salemba Empat.

Muninjaya, A. A. Gde. (2015). Manajemen Mutu Pelayanan Kesehatan, edisi II. Jakarta : EGC.

Nkrumah, Seth. (2015). Client Satisfaction with Service Delivery in the Health Sector: The Case of Agogo Presbyterian Hospital. International Journal of Business Administration. Vol. 6, No. 4.

Suryadna, Liga. (2018). Service Quality, Customer Value and Patient Satisfaction on Public Hospital in Bandung District, Indonesia. International Review of Management and Marketing | Vol 7 Issue 2.

Suryani. (2015). Komunikasi Terapeutik Teori & Praktik, Ed 2. Jakarta : ECG.

Tarigan Handy, Ginting Magdalena. (2019). Pengaruh Komunikasi Terapeutik Petugas Kesehatan Terhadap Kepuasan Pasien Rawat Inap Di Rumah Sakit Umum Herna Medan. Jurnal Ilmiah Kohesi Vol. 3 No. 2 April 2019.

Tjiptono, Fandy. (2014). Pemasaran Jasa. Malang : Bayumedia Publishing.

Utami AT., Ismanto H., dan Lestari Y. (2016). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien, JKMP (Jurnal Kebijakan dan Manajemen Publik). vol. 1, no. 1.