PENGARUH EFEKTIVITAS KOMUNIKASI INTERPERSONALTERHADAP KEPUASAN PASIEN (Studi pada Peserta BPJS Kesehatan Rawat Jalan di Rumah Sakit Khusus Mata Provinsi Sumatera Selatan)

RIANTI, NABILAH PUTRI and Thamrin, M. Husni and Elfandari, Safitri (2024) PENGARUH EFEKTIVITAS KOMUNIKASI INTERPERSONALTERHADAP KEPUASAN PASIEN (Studi pada Peserta BPJS Kesehatan Rawat Jalan di Rumah Sakit Khusus Mata Provinsi Sumatera Selatan). Undergraduate thesis, Sriwijaya University.

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Abstract

This research was motivated by patient complaints about ineffective interpersonal communication between health workers and patients at hospitals in South Sumatra Province. This study aims to examine the effect of the effectiveness of interpersonal communication on patient satisfaction and measure its impact. The effectiveness of interpersonal communication, identified as variable X, is based on the De Vito framework, which consists of five dimensions: openness, empathy, supportive attitudes, positive attitudes, and equality. Patient satisfaction, which is represented as the Y variable and described by Pohan, includes four dimensions: satisfaction with access to health services, satisfaction with the quality of health services, satisfaction with the health service process, and satisfaction with the health service system. This quantitative study involved distributing questionnaires to 100 respondents who were selected using the Accidental Sampling Technique. Data analysis was carried out using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method through SmartPLS version 4. The results showed that openness, empathy, supportive attitude, and equality significantly affected patient satisfaction. The effectiveness of interpersonal communication explained 68.1% of patient satisfaction, while the remaining 31.9% was influenced by factors outside the scope of this study.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Komunikasi Interpersonal, Kepuasan Pasien, BPJS Kesehatan
Subjects:	P Language and Literature > P Philology. Linguistics > P94.7 Interpersonal communication
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Nabilah Putri Rianti
Date Deposited:	11 Mar 2025 05:49
Last Modified:	11 Mar 2025 05:49
URI:	http://repository.unsri.ac.id/id/eprint/168115

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