UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 5 / No. 3 / Published : 2008-12

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Original Article :

The impact of presenter’s communication expertise on patient’s satisfaction through patient’s role clarity and compliance at surabaya obesity clinic “x”

Author :

  1. SRI WAHJUNI ASTUTI*1
  2. DODY PRIAMBODO*2
  1. Staf Pengajar Fakultas Ekonomi, Universitas Airlangga, Surabaya
  2. Alumni Fakultas Ekonomi, Universitas Airlangga, Surabaya

Abstract :

Weight reducing offered by obesity clinics is a service directed to customer’s body. In this particular service type, patients are not merely service-users but they are also co-producers during service execution. Patient’s role is associated with her compliance in executing the program. If patients comply with their tasks, the expected weight decrease is achieved or in other words patients are satisfied. The research is carried out at Obesity Clinic X in Surabaya. Research’s variables which are chosen and tested for their causality are presenter’s communication expertise (exogen variable), patient’s role clarity (endogen variable-intervening), patient’s compliance (endogen variable – intervening) and patient’s satisfaction (endogen variable – dependent). Result analysis is done with path analysis technique. The outcome model was fit with data. The result of hypothetical test showed the impact of provider communication expertise on patient’s compliance was bigger than the impact of provider communication expertise on patient’s role clarity,while the impact of patient’s compliance on her satisfaction was small but significant.

Keyword :

provider communication, patient’s role, compliance, satisfaction ,


References :

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: International Journal of Health Care Quality Assurance. Vol 11(6)

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Emma Burkitt Wright,(2004) Doctors’ Communication of Trust, Care and Respect in Breast Cancer: Qualitative Study
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Archive Article

Cover Media Content

Volume : 5 / No. : 3 / Pub. : 2007-09
  1. Health Menpower As The Implementing Actors For Health Decentralization In Indonesia
  2. The Impact Of Presenter’s Communication Expertise On Patient’s Satisfaction Through Patient’s Role Clarity And Compliance At Surabaya Obesity Clinic “x”
  3. The Correlation Of Ward Chief’s Giving Direction And Command And Theperformance Of On-duty Nurses At Jember Dr. Subandi General Hospital In -patientwards 2007
  4. Drug Logistic Management Analysis In Sidoarjo Regency Public Health Centers
  5. Analysis On The Management Of Anti Tb Drugs (atd) In Lamongan Regency(a Basis To Overcome The Incidence Of Stagnant, Damaged And Expired Drugs)
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  7. Efforts To Increase The Quality Of Immunization Program Execution Based On Analysis Of Health Officer’s Characteristics And Immunization Programmanagement Function Implementation(case Study In Pamekasan Regency)
  8. Customer Value Improvement Effort To Increase The Visitation Rate At Pamekasan Regency Muslimat Nahdatul Ulama Polyclinic (grounded On Perceived Value And Consumers Expected Benefit Analysis)

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