THE ROLE OF SERVICE QUALITY IN MEDIATION THE INFLUENCE OF NURSE'S CARING BEHAVIOR AND INTERPERSONAL COMMUNICATION ON PATIENT SATISFACTION IN THE OUTSTANDING ROOM OF KARANGASEM REGENCY HOSPITAL

Abstract

Patient satisfaction is one of the efforts to create good relationship between hospital and customers. Patients who obtain a product or service that meets or exceeds expectations, tends to provide positive feedback for the company. Improving the quality of nursing services at home illness, is one of the efforts made to meet patient satisfaction in addition to human actors as service providers to the public in organizations that are considered very decisive in producing good services. quality, including through communication and caring behavior so that it can improve the quality of services provided to patients so that it has an impact on satisfaction. Respondents in this study were outpatients at the Karangasem Regional General Hospital. The number of respondents in this study were 72 respondents using a non-probability technique , namely purposive sampling . This research uses Structural Equation Modeling (SEM) analysis of SmartPls 3.2.8 program. The results of this study indicate that: 1) Caring behavior has a positive and significant effect on service quality, 2) Interpersonal communication proven to have a positive and significant effect on service quality, 3) Caring behavior has a positive and significant effect on patient satisfaction, 4) Interpersonal communication proved to have a positive and significant effect to patient satisfaction, 5) Quality of service proved to have a positive and significant effect to patient satisfaction, 6 ) Quality of service able to mediate on the indirect influence of caring behavior on patient satisfaction, 7 ) Quality of service able to mediate the indirect influence of interpersonal communication on patient satisfaction