Article Sidebar

Download
PDF
Statistic
Read Counter : 98 Download : 73

Main Article Content

Abstract

Patient loyalty is an important thing that a hospital needs to have because it describes the performance of a hospital. This research aims to determine the effect of effective communication and doctor responsiveness on patient loyalty and patient trust as an interventionist in the Polyclinic at one of the hospitals in Depok. The research population was all parents of pediatric patients visiting the executive polyclinic at Depok Hospital who had previously visited the executive polyclinic. The sample consisted of 111 respondents. The sample size was measured using G*Power software (Error 0.05; Effect size 0.3; power 0.95; sample size 111). The data analysis method uses path analysis. The research results show that effective doctor communication has a positive effect on patient loyalty. Doctor responsiveness has a positive effect on patient loyalty. Effective communication from doctors has a positive effect on patient trust. Doctors' responsiveness has a positive effect on patient confidence. Patient trust has no effect on patient loyalty. Trust does not mediate the effect of effective communication and doctor responsiveness on patient loyalty. This research contributes to efforts to increase patient loyalty through factors such as effective doctor communication, doctor responsiveness, and patient trust in the health sector in Indonesia.

Keywords

Effective Communication Patient Loyalty Responsiveness Trust

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

By exercising the Licensed Rights, You accept and agree to be bound by the terms and conditions of this Creative Commons Attribution-NonCommercial 4.0 International Public License.

How to Cite
Sri Djuniarti, Kemala Rita, & Idrus Jus’at. (2024). The Influence of Effective Communication and Responsiveness of Pediatricians on Patient Loyalty with Patient Trust as an Intervening Variable at the Depok Hospital Executive Polyclinic. Kontigensi : Jurnal Ilmiah Manajemen, 12(1), 311-319. https://doi.org/10.56457/jimk.v12i1.546

References

  1. Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). The relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40.
  2. AlOmari, F. (2022). Does a doctor’s skill influence patient satisfaction, loyalty and compliance in low-medium income countries? International Journal of Information and Decision Sciences, 14(2), 149–163.
  3. Alrubaiee, L., & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare quality-patient trust relationship. International Journal of Marketing Studies, 3(1), 103.
  4. Asan, O., Yu, Z., & Crotty, B. H. (2021). How clinician-patient communication affects trust in health information sources: Temporal trends from a national cross-sectional survey. PLoS One, 16(2), e0247583.
  5. Bentum-Micah, G., Ma, Z., Wang, W., Atuahene, S. A., & Bondzie-Micah, V. (2020). Perceived service quality, a key to improved patient satisfaction and loyalty in healthcare delivery: the servqual dimension approach. Journal of Health and Medical Sciences, 3(2).
  6. Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service quality, customer satisfaction, customer trust, and customer loyalty in service of Paediatric Polyclinic over Private H Hospital of East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105–111.
  7. Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195–1214.
  8. Fitriah, Z. (2023). The Influence of Effective Communication, Patient Experience on Patient Loyalty Mediated By Trust. Jurnal Multidisiplin Indonesia, 2(9), 2674–2685.
  9. Handayani, R., Ruswanti, E., Hilmy, M. R., & Adhikara, M. F. A. (2021). Communication Effectiveness of Doctors and Patients, Loyalty, Word of Mouth, On Repurchase Intentions at District Public Hospital Tangerang, Indonesia. Journal of Multidisciplinary Academic, 5(4), 334–340.
  10. Hong, H., & Oh, H. J. (2019). The effects of patient-centered communication: exploring the mediating role of trust in healthcare providers. Health Communication.
  11. Huang, I.-C., Du, P.-L., Lin, L.-S., Liu, T.-Y., Lin, T.-F., & Huang, W.-C. (2021). The effect of perceived value, trust, and commitment on patient loyalty in Taiwan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007217.
  12. Juhana, D., & Kadir, K. (2020). The Organizational Communication Climate Human Relations Based in Facing the Industry 4.0. Kontigensi: Jurnal Ilmiah Manajemen, 8(1), 1-9.
  13. Kholis, N., & Ratnawati, A. (2021). The effects of customer engagement and brand trust on brand loyalty: A case study of BPJS healthcare participants in Indonesia. The Journal of Asian Finance, Economics and Business, 8(11), 317–324.
  14. Kotler, P. (2009). Marketing management. Pearson Education India.
  15. Lampus, N. S., & Wuisan, D. S. S. (2024). Correlation between Doctor-Patient Communication with Patient Satisfaction and Loyalty. Medical Scope Journal, 6(2), 149–158.
  16. Lee, C. (2021). Patient loyalty to health services: The role of communication skills and cognitive trust. International Journal of Healthcare Management, 14(4), 1254–1264.
  17. Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The impact of patient satisfaction on patient loyalty with the mediating effect of patient trust. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 58, 00469580211007221.
  18. Lonial, S., Menezes, D., Tarim, M., Tatoglu, E., & Zaim, S. (2010). An evaluation of SERVQUAL and patient loyalty in an emerging country context. Total Quality Management, 21(8), 813–827.
  19. Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
  20. Murray, J., Elms, J., & Curran, M. (2019). Examining empathy and responsiveness in a high-service context. International Journal of Retail & Distribution Management, 47(12), 1364–1378.
  21. Ortavian, A., & Toni, A. (2022). Organizational Communication Management at PT. Paramount Enterprise International in Efforts to Increase Product Sales. Kontigensi: Jurnal Ilmiah Manajemen, 10(2), 383-390.
  22. Tubbs, S. L., & Moss, S. (2005). Human Communication: konteks-konteks komunikasi.
  23. Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan Journal of Medical Sciences, 34(4), 999.
  24. Ward, P. (2018). Trust and communication in a doctor-patient relationship: a literature review. Arch Med, 3(3), 36.
  25. Zarei, E., Daneshkohan, A., Khabiri, R., & Arab, M. (2015). The effect of hospital service quality on patient’s trust. Iranian Red Crescent Medical Journal, 17(1).
  26. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
  27. Zhou, W.-J., Wan, Q.-Q., Liu, C.-Y., Feng, X.-L., & Shang, S.-M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449.