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All Journal Jurnal Pendidikan Vokasi Interaksi : Jurnal Ilmu Komunikasi Jupe-Jurnal Pendidikan Ekonomi Jurnal Ilmu Komunikasi Komunikator Jurnal The Messenger Jurnal PIKOM (Penelitian Komunikasi dan Pembangunan) PRofesi Humas Jurnal ASPIKOM Politik Indonesia: Indonesian Political Science Review Journal of Health Policy and Management Jurnal Profetik Kajian Jurnalisme Budapest International Research and Critics in Linguistics and Education Journal (Birle Journal) Journal Evaluation in Education (JEE) Jurnal Multidisiplin Madani (MUDIMA) Formosa Journal of Social Sciences (FJSS) Prospect: Jurnal Pemberdayaan Masyarakat International Journal of Media and Communication Research Journal of Social Interactions and Humanities (JSIH) Proceeding ISETH (International Summit on Science, Technology, and Humanity) Prosiding Seminar Nasional Official Statistics Penamas Samvada: Jurnal Riset Komunikasi, Media, dan Public Relation Jurnal Berita Ilmu Keperawatan Jurnal Komunikasi Massa Proceedings of Jogjakarta Communication Conference (JCC) INJECT Interdisciplinary Journal of Communication
Andre Noevi Rahmanto
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Journal : Jurnal Berita Ilmu Keperawatan

 1 
The Violation of Nurses' expectations of Patients at Sebelas Maret University Hospital, Case Study of Oncology Inpatients: A Qualitative Research Lestari, Eni; Rahmanto, Andre Noevi
Jurnal Berita Ilmu Keperawatan Vol. 18 No. 1 (2025): January
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/bik.v18i1.5893

Abstract

Patient service satisfaction is an important factor for hospitals in maintaining their reputation and being trusted by the community. The violation of expectations between nurses and patients is an obstacle to service satisfaction and affects the hospital's reputation in the community. This study aims to find out the form of violation of nurses' expectations of patients and how the public relations strategy in carrying out its role manages the violation of expectations. Descriptive qualitative research case study. Data collection techniques with interviews, using the purpose sampling method. Data analysis was carried out using the data matching pattern technique, namely the hypothesis between the research results and the theory used, and then conclusions were drawn. Data validation with triangulation of sources and data. This study succeeded in describing the form of violation of nurses' expectations of patients by drawing conclusions from field data with the theory of assumptions of violation of expectations from Judee Burgoon. Nurse communication when providing health services raises violations of patient expectations by being slow to respond to complaints, unfriendly and impolite, and public relations strategies manage violations of expectations according to Dozier and Broom's theory, namely as expert advisors, communication facilitators, and problem solvers. Forms of violations of nurses' expectations of patients: Nurses are less alert to address patient complaints. Nurses use body language that is less polite in communication. Nurses lack skills and knowledge in care services to patients. The public relations strategy in carrying out the role to overcome the form of violation of expectations is to provide input to management as a bridge between the two parties and carry out ongoing training to improve nurses' communication skills. The results of the study will minimize the occurrence of violations of expectations and increase service satisfaction, which affects public trust.
Co-Authors Amartina, Rahma Yudi Amrudhia, Nada Farah Anjang Priliantini, Anjang Anshori, Mahfud Arif Wahyu Wirawan, Arif Wahyu Arifiyanto, Aditya Diponegoro, Muhammad Agung Djoko Santoso Eni Lestari Faridl Widhagdha, Miftah Ferdian Ahya Al Putra Fernandez, Maria Angela Fikriyah, Binta Ulfatul Fitrianti, Nur Azizah Hastuti, Dita Angelia Dwi Hendriyani, Christina Tri Husandani, Rizky Aditya Ign. Agung Satyawan Indhira Hari Kurnia Kharisma Ayu Febriana Likha Sari Anggreni Listiyoningsih, Ragil Mahendra Wijaya Marieti Debyora Gardiana Muhammad Rio Fariza Naini, Albert Muhammad Isrun nfn Mustaqbirin nfn Sudarmo Nugroho, Bernardus Herdian Nur Azizah Fitrianti Pawito Pawito Pawito Pawito Pawito Prasetyo, Nur Cahyo Agung Putri, Rahma Dhian Karisma Rahajeng Kartika Wungu Satyawan, Ignatius Agung Sudarmo Sudarmo , Sudarmo sudarmo sudarmo Sudarmo, S Sushmita, Chelin Indra Tri Kartono, Pawito Drajat Utari, Prahastiwi Wahyudi, Sulistiyo Joko Yanto, Marianus Diaz Zakiyah, Alfina Rizkyana