Does interpersonal communication mediate Patient satisfaction?

Authors

  • Putri Yanti STIE KBP
  • Sigit Purnom STIE KBP
  • Yulina Eliza Yulina Sekolah Tinggi Ilmu Ekonomi "KBP"
  • Evi Adriani Universitas Batanghari

DOI:

https://doi.org/10.54099/ijibmr.v4i2.1188

Keywords:

Patient Satisfaction, Service Quality, Interpersonal Communication,, Competence,

Abstract

Purpose– This research attempts to examine howCompetence, Service Quality, Interpersonal Communication on BPJS Patient Satisfactionat the Major General HA Thalib Regional Hospital, Sungai Penuh City. Methodology–Data were collected from 2023 patients who filled out the questionnaire100 patients as a sample. Findings–Competence and service quality have a significant effect on interpersonal communication. Competence, service quality and interpersonal communication have a significant effect on patient satisfaction. However, competence and service quality also have an indirect relationship to patient satisfaction through interpersonal communication.The suggestion isprovide servicespatients, increasing employee empathy by listening to patient complaints and building physical closeness with patients and improving cleanliness and tidiness of the room so that it looks clean and tidy so that patients feel happy and comfortable. Novelty-There will be a positive tendency for Patient Satisfaction if Competence, Service Quality, Interpersonal Communication are all improved.

References

Bangun, W. (2020). Manajemen Sumber Daya Manusia. Erlangga.

Cardoso, F. G. (2020). Manajemen Sumber Daya Manusia. Andi.

Carnicer. (2022). Human Resources Management. Kingdom Press.

Coper, L. (2020). Behavioral Organization. Pub. Inc.

Edison, E., Anwar, Y., dan Komariyah, I. (2021). Manajemen Sumber. Daya Manusia. Alfabeta.

Effendi, U. (2021). Asas Manajemen. Rajawali Pers.

Faules, P. R. W. dan D. D. (2019). Komunikasi Organisasi. Rosda.

Ferdian, A. (2020). Pengaruh Kualitas Pelayanan, Konflik Peran, Kinerja dan Motivasi Kerja Terhadap Kepuasan Masyarakat Kantor Camat Lembah Gumanti. Jurnal Bisnis Dan Ekonomi, 14(2), 99–112.

Gavinov, I. T. (2022). Manajemen Perkantoran. Parama Publishing.

Ghozali, I. (2022). Aplikasi Analisis Multivariate dengan Program SPSS. Universitas Diponegoro.

Gitosudarmo, I. & N. S. (2019). Perilaku Keorganisasian. BPFE Universitas Gajah Mada.

Hartatik, Indah, P. (2021). Buku Praktis Mengembangkan SDM. Laksana.

Heidjrachman., dan H. (2021). Manajemen Personalia. BPFE UGM.

Ivancevich, J. M., Konopaste, dan Matteson, M. T. (2021). Perilaku dan Manajemen Organisasi. Erlangga.

Kaswan. (2021). Manajemen Sumber Daya Manusia untuk Keunggulan Bersaing Organisasi. Graha Ilmu.

Kotler, P. (2019). Manajemen Pemasaran. Prenhallindo.

Mangkunegara, A. A. A. P. (2020). Perencanaan dan Pengembangan Sumber Daya Manusia. PT. Refika Aditama.

Marzuki. (2020). Metodologi Riset. Ekonisia.

Moeheriono. (2020). Pengukuran Kinerja Berbasis Kompetensi. PT Raja Grafindo Persada.

Riani, A. L. (2021). Budaya Organisasi. Graha Ilmu.

Robbins dan Coulter. (2021). Manajemen. Gramedia.

Sedarmayanti. (2021). Membangun dan Mengembangkan Kepemimpinan serta Meningkatkan Kinerja Untuk Meraih Keberhasilan. Refika Aditama.

Sekaran, U. (2021). Metode Penelitian dan Bisnis. Salemba Empat.

Simanjuntak, P. (2017). Manajemen dan Evaluasi Kinerja. Universitas Indonesia.

Siswanto, B. S. (2021). Pengantar Manajemen. Bumi Aksara.

Sjafri, M. (2019). Manajemen Sumber Daya Strategik. Ghalia Indonesia.

Sugiyono. (2021). Metode Penelitian Bisnis. Alfabeta.

Susanto, A. (2019). Pengaruh Kualitas Pelayanan, Konflik Peran dan Motivasi Pelayanan Publik Terhadap Kepuasan Masyarakat Kantor Camat Gunung Kidul Kabupaten Kidul. Jurnal Administrasi Bisnis, 16(1), 52–65.

Tika, A. (2021). Seri Ilmu Sumber Daya Manusia. L.

Tjiptono, F. (2023). Manajemen Pemasaran. Andi Offset.

Torang, S. (2021). Organisasi dan Manajemen. Alfabeta.

Toro, M. (2021). Pengaruh Kualitas Pelayanan, Konflik Peran dan Motivasi Kerja Terhadap Kepuasan Masyarakat Kantor Camat Sragen Jawa Tengah. Jurnal Bisnis Dan Manajemen, 7(2), 66–79.

Triguni. (2020). Kepemimpinan Dalam Manajemen. Raja Grafindo.

Umam, K. (2019). Perilaku Organisasi. Pustaka Setia.

Wrzesniewski, A., & Dutton, J. E. (2017). Crafting a job: Revisioning employees as active crafters of their work. Academy of Management Review, 26, 179– 201.Carnicer. (2022). Human Resources Management. Kingdom Press.

Coper, L. (2020). Behavioral Organization. Pub. Inc.

Edison, E., Anwar, Y., and Komariyah, I. (2021). Human Resource Management. Alfabeta.

Effendi, U. (2021). Principles of Management. Rajawali Pers.

Faules, PRW and DD (2019). Organizational Communication. Rosda.

Ferdian, A. (2020). The Influence of Service Quality, Role Conflict, Performance and Work Motivation on Community Satisfaction at the Lembah Gumanti Sub-district Office. Journal of Business and Economics, 14(2), 99–112.

Gavinov, IT (2022). Office Management. Parama Publishing.

Ghozali, I. (2022). Application of Multivariate Analysis with SPSS Program. Diponegoro University.

Gitosudarmo, I. & NS (2019). Organizational Behavior. BPFE Gajah Mada University.

Hartatik, Indah, P. (2021). Practical Book on Developing Human Resources. Laksana.

Heidjrachman., and H. (2021). Personnel Management. BPFE UGM.

Ivancevich, JM, Konopaste, and Matteson, MT (2021). Organizational Behavior and Management. Erlangga.

Kaswan. (2021). Human Resource Management for Organizational Competitive Advantage. Graha Ilmu.

Kotler, P. (2019). Marketing Management. Prenhallindo.

Mangkunegara, AAAP (2020). Human Resource Planning and Development. PT. Refika Aditama.

Marzuki. (2020). Research Methodology. Ekonisia.

Moeheriono. (2020). Competency Based Performance Measurement. PT Raja Grafindo Persada.

Riani, AL (2021). Organizational Culture. Graha Ilmu.

Robbins and Coulter. (2021). Management. Gramedia.

Sedarmayanti. (2021). Building and Developing Leadership and Improving Performance to Achieve Success. Refika Aditama.

Sekaran, U. (2021). Research Methods and Business. Salemba Empat.

Simanjuntak, P. (2017). Performance Management and Evaluation. University of Indonesia.

Siswanto, BS (2021). Introduction to Management. Bumi Aksara.

Sjafri, M. (2019). Strategic Resource Management. Ghalia Indonesia.

Sugiyono. (2021). Business Research Methods. Alphabet.

Susanto, A. (2019). The Influence of Service Quality, Role Conflict and Public Service Motivation on Public Satisfaction at the Gunung Kidul District Office, Kidul Regency. Journal of Business Administration, 16(1), 52–65.

Tika, A. (2021). Human Resource Science Series. L.

Tjiptono, F. (2023). Marketing Management. Andi Offset.

Torang, S. (2021). Organization and Management. Alphabet.

Toro, M. (2021). The Influence of Service Quality, Role Conflict and Work Motivation on Community Satisfaction at the Sragen District Office, Central Java. Journal of Business and Management, 7(2), 66–79.

Triguni. (2020). Leadership in Management. Raja Grafindo.

Umam, K. (2019). Organizational Behavior. Loyal Library.

Wrzesniewski, A., & Dutton, J. E. (2017). Crafting a job: Revisioning employees as active crafters of their work. Academy of Management Review, 26, 179– 201.

Downloads

Published

2025-01-13

How to Cite

Yanti, P. ., Purnom, S. ., Yulina, Y. E., & Adriani, E. . (2025). Does interpersonal communication mediate Patient satisfaction?. International Journal of Islamic Business and Management Review, 4(2), 166–177. https://doi.org/10.54099/ijibmr.v4i2.1188

Issue

Section

Articles