Administrasi dan Kebijakan Kesehatan
ISSN 1412-8853
Vol. 3 / No. 2 / Published : 2005-05
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Original Article :
The influence of communication effectiveness, technical and functional service quality of surabaya oncology clinic on patient-relationship commitment through patients’ trust
Author :
- Sri Wahjuni Astuti*1
- Fakultas Ekonomi Universitas Airlangga, Jl Airlangga 4, Surabaya 60286, Indonesia. Telp. (031)5033642
Abstract :
Health-service providers often ignore the central role of interpersonal communication on perceived-service-quality and relationship commitment. All along, the health-service providers feel their “superiority” due to the nature of their services which are high in complexity, intangible, and highly customized. Effective communication between service providers and their customers develop a good perception of service quality, particularly the technical-service-quality and contribute to customers’ trust-building. Customers’ trust will definitely create a patient-relationship commitment towards the providers. The purpose of this study was to evaluate the influence of communication effectiveness and the service quality of Surabaya Oncology Clinic on patient-relationship commitment through patients’ trust. This was an observational research using survey method conducted by questionnaires to 150 inpatients of Surabaya Oncology Clinic. The sample was chosen non randomly and the path analysis was used to test the hypothesis by applying the SPSS 11.00 software program with α = 0.05. The result of the analysis showed only one of eight causal relationships was not significant. From beta coefficient (standardized), trust presented the highest influence on relationship commitment. Thus, it can be concluded that a relationship commitment is influenced by trust, communication effectiveness and patients’ perception towards technical quality.
Keyword :
communication effectiveness, perceived-service-quality, relationship commitment, trust,
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Archive Article
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