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All Journal International Journal of Public Health Science (IJPHS) Jurnal Ilmu Manajemen Jurnal Kesehatan Masyarakat JURNAL ADMINISTRASI BISNIS Nursing News : Jurnal Ilmiah Keperawatan Computatio : Journal of Computer Science and Information Systems Journal of Economic, Bussines and Accounting (COSTING) Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Aptisi Transactions on Technopreneurship (ATT) Jurnal Mantik JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Revitalisasi : Jurnal Ilmu Manajemen PREPOTIF : Jurnal Kesehatan Masyarakat JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Enrichment : Journal of Management Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Infotech: Journal of Technology Information Medical Scope Journal (MSJ) AICS Milestone: Journal of Strategic Management Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Prosiding Konferensi Nasional PKM-CSR Indonesian Marketing Journal Jurnal Ilmu Manajemen Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal MENTARI: Manajemen, Pendidikan dan Teknologi Informasi Eduvest - Journal of Universal Studies Jurnal Administrasi Bisnis JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Proceeding of International Conference on Entrepreneurship (IConEnt) Jurnal Inovasi Global Asian Journal of Social and Humanities Holistik Jurnal Kesehatan International Transactions on Artificial Intelligence (ITALIC) Jurnal Ilmu Kesehatan Masyarakat (The Public Health Science Journal)
Wuisan, Dewi
Department Of Hospital Administration, Faculty Of Economics And Business,Universitas Pelita Harapan, South Jakarta 12930, Indonesia
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Journal : Medical Scope Journal (MSJ)

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Correlation between Doctor-Patient Communication with Patient Satisfaction and Loyalty Nancy S. Lampus; Dewi S. S. Wuisan
Medical Scope Journal Vol. 6 No. 2 (2024): Medical Scope Journal
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35790/msj.v6i2.53161

Abstract

Abstract: Effective communication between doctors and patients has been recognized as a key factor in influencing the patient’s experience during treatment and will affect patient loyalty. This study aimed to investigate and analyze the correlation between doctor and patient communication with patient satisfaction and loyalty, in the context of health services. This was a cross-sectional study using a questionnaire as an instrument to collect data from several patients receiving outpatient treatment at the cardiovascular unit at XYZ Hospital. Data were analyzed multivariate using the PLS-SEM statistical method with SmartPLS®4 software. The results were obtained from 182 respondents who met the inclusion criteria taken in 2023 by purposive sampling with a questionnaire from individuals who had received cardiovascular outpatient services at XYZ Hospital. The five aspects of doctor communication skills were proven to have significant and positive effects. The strongest influence was shown in the empathy factor of communication by a doctor (R2 = 0.274; p-value 0.011; CI 0.086 – 0.479). This study proved the positive impact of patient satisfaction on patient loyalty at XYZ Hospital. From the findings of this study, managerial implications could be drawn for the development of doctors’ communication skills with patients, maintaining doctor quality, and strengthening the hospital image by providing the best services for patients. In conclusion, effective communication plays an important role in increasing patient satisfaction and loyalty toward health services in hospitals. It is necessary to maintain and improve skills in doctor-patient communication. Keywords: effective communication; patient satisfaction; patient loyalty
Co-Authors Agustiasih, Merdika Alexandra Felicia Tanawa Alexandra Vanessa Gunawan Alvin Benjamin Widagdo Anindhira Shinta Antonio, Ferdi Ardi Ardi Ardi Ardi Arditanojo, Edward Bryan Ariana, Karen Arina, Kristi Karla Aristo, Benny Arnis, Nindya Yuliani Audrianto, Reynaldi Baguna, Khakan Bambang, Robertus Maria Benny Aristo Berlianto, Margaretha Pink Bobby Agustinus Parengkuan Candra, David Chandra, Felix Setia One Christoffel Wantah Cicilia Sriliasta Cindy Boennawan Cynthia Danet Arya Patria David Candra Dennise Afianto Elton, Kenny Erika Tania Ferdi Antonio Fernando Yosse Fitkarani, Ory Laras Fitriani, Reni Gabriel Kennard Chan Gabriel Sylvian Frans Ofa Gracia S Ugut Gunawan, Jason Handoyo Alphanto, Alvin Helen Helen Hendra Achmadi, Hendra Herlina Lusmeida Hutabarat, Zoel Hutagaol, Nia Maylani Innocentius Bernarto, Innocentius Ishmael Lamisi Kananda Jane Angela Jane Maria Fransiska Tahulending Jeannete Ruth Katiandagho Kamal, Kevin Karen Ariana Katiandagho, Jeannete Ruth Kusuma, Alvin Kyle Christopher Suhail Kyle Christopher Suhaili Larasati, Andini Leviana Aurellia Valeriant Limanto, Sherly Liza Handoko Maisie Adeline Tanaya Manurung, John William Marsaulina, Renate Parlene Marthayudha, Novian Rezka Maureen Arthajaya Mega Irene Agustina Meilani, Yohana Mellenia, Jesslyn Meranga, Isana S.C Merdika Agustiasih Merry Merry Muhammad Adha Saputra Muhammad Ivan Syaugy Muhammad Rakha Dinata Nancy S. Lampus Napitupulu, Joshua Fernando Natalia, Velliana Nathania, Sarah Nurina Nindya Yuliani Arnis Niputu Evelyna Devi Ariana Novian Rezka Marthayudha Nur Al Islamiyah, Maryam Ong Kim Kui Oscar Jayanagara Oscar Jayanagara Patria, Danet Pauline H. P. Tan Pauline H. Partyranie Tan Pramono, Rudy Puan Maharani Pudjiastuti, SB Diah Pujianto, Melvin Dhanius Purba, Stefanus Raditya Rantedoping, Rama Reynaldi Reynaldi Rinto Rain Barry Samuel, Sylvia Sari, Liana Nila SB Diah Pudjiastuti Shandio Leo Vandianxo Shaquila Salsabil Shinta Karina Latuharhary Sitompul, Thomson Soetardjo, Mulyadi Sugita, Tamara Angelina Sukher, Ferdinand Sumarlie, Franky Sunarjo, Richard Andre Sylvia Samuel Tamara Angelina Sugita Tampil Purba, John Tanaya, Maisie Adeline Tatik Mariyanti Tatik Mariyanti, Tatik Tharis Tiona Toreh, Christof Vandianxo, Shandio Leo Velliana Natalia Virsa Sari Widuri Walandha, Addo Arturo Wantah, Christoffel Widuri, Virsa Sari Yang, Hezekiah Andersen Yanner, Yanner Yohana Cahya Palupi Yohana F. Cahya Palupi Meilaini Yohana F. Cahya Palupi Meilani Yohana Meilani Yohana Meilani Palupi Yosse, Fernando Yuliana, Merryl Esther Zefanya Hisqia Gedalia