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Natasabila
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Effects of Nurse Competence, Service Quality, and Nurse Communication Quality on Inpatient Satisfaction at RSUD Muaradua, South Ogan Komering Ulu Regency Natasabila; Farida Yuliaty; Ayu Lali Rahmiyati
JURNAL MANAJEMEN MOTIVASI Vol 22 No 2 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i2.9485

Abstract

This study examines associations between perceived nurse competence, service quality, nurse communication quality, and inpatient satisfaction at RSUD Muaradua, South Ogan Komering Ulu Regency. A cross-sectional survey involved 210 inpatients selected through purposive sampling with ward-based quotas. Data were analysed using PLS-SEM with 5,000 bootstrap subsamples. All three predictors were positively and significantly associated with satisfaction (p < 0.001), explaining 60.2% of its variance. Communication had the largest estimated coefficient. Findings support coordinated improvements in clinical knowledge, service responsiveness, and therapeutic communication, while the cross-sectional design precludes causal conclusions. Keywords: Patient satisfaction; Nurse competence; Nurse communication; Service quality
Co-Authors Ayu Lali Rahmiyati Farida Yuliaty