Pengaruh Komunikasi Interpersonal Tenaga Kesehatan terhadap Loyalitas Pasien dengan Kepercayaan dan Kepuasan sebagai Variabel Intervening pada Pasien Rawat Jalan
DOI:
https://doi.org/10.37287/jlh.v6i4.280Keywords:
kepuasan pasien, komunikasi interpersonal, loyalitas pasienAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh komunikasi interpersonal tenaga kesehatan terhadap loyalitas pasien dengan kepercayaan dan kepuasan sebagai variabel intervening pada pasien rawat jalan di RS Mitra Medika Batanghari. Penelitian menggunakan pendekatan kuantitatif dengan desain cross-sectional, melibatkan 120 responden pasien rawat jalan melalui teknik purposive sampling. Pengumpulan data dilakukan menggunakan empat kuesioner terstruktur yang telah diuji validitas dan reliabilitasnya. Analisis data dilakukan dengan teknik serial mediation menggunakan pendekatan regresi jalur. Hasil penelitian menunjukkan bahwa komunikasi interpersonal tenaga kesehatan berpengaruh positif terhadap kepercayaan pasien. Kepercayaan pasien secara signifikan meningkatkan kepuasan, dan kepuasan berkontribusi positif terhadap loyalitas pasien. Komunikasi interpersonal juga memiliki pengaruh langsung terhadap loyalitas pasien. Selain itu, kepercayaan pasien terbukti sebagai mediator dalam hubungan antara komunikasi interpersonal dan kepuasan, sedangkan kepuasan menjadi mediator dalam hubungan antara kepercayaan dan loyalitas. Secara berurutan, kepercayaan dan kepuasan memediasi pengaruh komunikasi interpersonal terhadap loyalitas pasien.
References
Agyapong, A., Afi, J. D., & Kwateng, K. O. (2018). Examining the effect of perceived service quality of health care delivery in Ghana on behavioural intentions of patients: The mediating role of customer satisfaction. International Journal of Healthcare Management, 11(4), 276–288. https://doi.org/10.1080/20479700.2017.1326703
Btari, A. S., Latifatul Ilma, D., & Pratiwi, H. (2023). Pengaruh Keterampilan Komunikasi Apoteker di Banyumas Terhadap Tingkat Kepercayaan dan Loyalitas Masyarakat Baturraden. PHARMACEUTICAL JOURNAL OF INDONESIA, 2023(2), 165–170. http://.pji.ub.ac.id
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. . Sage publications.
Dutta-Bergman, M. J. (2005). The Relation Between Health-Orientation, Provider-Patient Communication, and Satisfaction: An Individual-Difference Approach. Health Communication, 18(3), 291–303. https://doi.org/10.1207/s15327027hc1803_6
Fidell, L. S., Tabachnick, B. G., & Fidell, L. S. (2006). Using Multivariate Statistics (5th Edition). In Pearson.
Friedel, A. L., Siegel, S., Kirstein, C. F., Gerigk, M., Bingel, U., Diehl, A., Steidle, O., Haupeltshofer, S., Andermahr, B., Chmielewski, W., & Kreitschmann-Andermahr, I. (2023). Measuring Patient Experience and Patient Satisfaction-How Are We Doing It and Why Does It Matter? Measuring Patient Experience and Patient Satisfaction-How Are We Doing It and Why Does It Matter? A Comparison of European and U.S. American Approaches. https://doi.org/10.3390/healthcare11060797
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Hong, H., & Oh, H. J. (2020). The Effects of Patient-Centered Communication: Exploring the Mediating Role of Trust in Healthcare Providers. Health Communication, 35(4), 502–511. https://doi.org/10.1080/10410236.2019.1570427
Jiang, S., Wu, Z., Zhang, X., Ji, Y., Xu, J., Liu, P., Liu, Y., Zheng, J., Zhao, L., & Chen, J. (2024). How does patient-centered communication influence patient trust?: The roles of patient participation and patient preference. Patient Education and Counseling, 122, 108161. https://doi.org/10.1016/j.pec.2024.108161
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Kotler, P., Keller, K., Ang, S., Tan, C., & Leong, S. (2018). Marketing management: an Asian perspective. https://www.academia.edu/download/58052402/marketingmanagement-an-asian-perspective-5th-edit.pdf
Kusumo, M., & Vidyanata, D. (2022). The Mediating Role Of Customer Satisfaction On Repurchase Intention: An Evidence Fromthe Service Industry. Jurnal Entrepreneur Dan Entrepreneurship, 11(1), 71–88. https://doi.org/10.37715/jee.v11i1.3120
Ong, L. M. L., Visser, M. R. M., Lammes, F. B., & de Haes, J. C. J. M. (2000). Doctor–Patient communication and cancer patients’ quality of life and satisfaction. Patient Education and Counseling, 41(2), 145–156. https://doi.org/10.1016/S0738-3991(99)00108-1
Safitri Puji Rahayu, Nuryakin, & Arni Surwanti. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan dan Kepuasan Pasien BPJS. Media Publikasi Promosi Kesehatan Indonesia (MPPKI), 5(1), 65–72. https://doi.org/10.56338/mppki.v5i1.1882
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82–95. https://doi.org/10.1016/j.tourman.2015.06.012
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif dan R & D.Bandung:Alfabeta. Metode Penelitian Kuantitatif, Kualitatif Dan R & D.Bandung:Alfabeta. https://doi.org/10.1017/CBO9781107415324.004
Wanzer, M. B., Booth-Butterfield, M., & Gruber, K. (2004). Perceptions of Health Care Providers’ Communication: Relationships Between Patient-Centered Communication and Satisfaction. Health Communication, 16(3), 363–384. https://doi.org/10.1207/S15327027HC1603_6
Yunita Sari, Lita Monalysa, Ridwansyah, Titiek Arafiani Ruray, & Reza Hardian Pratama. (2025). Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Pasien Dengan Kepuasan Konsumen Sebagai Variabel Mediasi. Jurnal Swabumi, 13(1), 29~38.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
