THE EFFECT OF SERVICE QUALITY AND NURSE THERAPY COMMUNICATION ON COMPLAINTS HANDLING TOWARDS PATIENT LOYALTY WITH INTERVENING BY PATIENT FAMILY SATISFACTION

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Published Apr 30, 2022
https://doi.org/10.51715/husocpument.v2i2.157
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Vol. 2 No. 2 (2022): April: Journal of Humanities, Social Science, Public Administration and Management

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Tintin Supriatin
Faculty of Economic and Business, Krida Wacana Christian University, Jakarta
Eka Desy Purnama
Faculty of Economic and Business, Krida Wacana Christian University, Jakarta
Wani Devita Gunardi
Faculty of Medicine and Health Sciences, Krida Wacana Christian University, Jakarta

Abstract

Hospital services are an industry based on practical economic principles, efficiency, effectiveness, indicators of patient service quality lie in five dimensions, namely Reliability, Tangibles, Responsivness, Assurance and Empathy.  The behavior of using health services in hospitals solely concerns users of the same hospital health services repeatedly. The purpose of this study was to see the direct and indirect relationship between service quality and therapeutic communication in handling complaints against patient loyalty with patient family satisfaction as an intervening variable. This study uses quantitative methods, data analysis using path analysis, Smart PLS software, and the bootsrapping method (random doubling). The technique used is non-probability sampling with a purposive sampling approach.  The results showed that (55%) nurses used therapeutic communication well, and (45%) less well.  From the results of the hypothesis test, the t-statistical value of 2.265> 1.98 with a p-value of 0.024 <0.05 showed that the effect of nurse therapeutic communication on handling complaints on patient family satisfaction was significant.  and the t-statistic value was 2.653 > 1.98 with a p-value of 0.008 < 0.05, indicating that the effect of nurse therapeutic communication on handling complaints on patient loyalty was significant.  and the t-statistic value of 2.347 > 1.98 with a p-value of 0.019 <0.05, indicating that the indirect effect of nurse therapeutic communication on handling complaints on patient loyalty through patient family satisfaction is significant.

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