EFFECT OF NURSE THERAPEUTIC COMMUNICATION ON

SATISFACTION AND LOYALTY OF INPATIENTS AT GENERAL

HOSPITAL IN BULA REGION EAST SERAM DISTRICT

Ajeng Fatmi Kartini Amahoru

 RESEARCH BACKGROUND

 Communication is a component of each individual, such as ideas, emotional expressions, verbal and
non-verbal messages. Communication is also said to be an essential component, which aims to
make good interpersonal relationships.
 In the world of health, it is known as therapeutic communication and is developed into a concept. The
meaning of therapeutic communication is intrapersonal communication between nurses and patients
whose goals are carried out for healing the patient, giving and receiving mutual trust between nurse
and patient.
 Building patient loyalty by increasing nurse and patient communication has an influence between the
effectiveness of nurse-patient communication with the loyalty shown by the patient, patients who are
satisfied with what nurses provide in the implementation of good therapeutic communication can
increase perceived service satisfaction. Communication plays a very important role in nursing
services, it can even be said that communication is an absolute and decisive activity for the nurse's
relationship or interaction with patients to support the patient's recovery. So that the influence of
interpersonal communication between nurses and patients determines the satisfaction of nursing
services felt by patients.
 HYPOTESIS AND RESEARCH
MODELS

Patient
Satisfaction H1 : Effect Therapeutic Communication
H1 H3 To Patient Satisfaction

H2 : Effect Therapeutic Communication To

therapeutic Patient Patient Loyalty
communication H2 Loyalty

Research Models H3 : effect of satisfaction to patient loyalty

LITERATURE REVIEW
Therapeutic communication
is the basis of interactive relationships and Patient satisfaction
affords opportunities to establish rapport, is a reason which determining the number of
understand the client’s experience, formulate more patients and to get loyal pastients
individualized or client’s, inteventions and
optimize health care resources. (Madani et al,.2018)
(Younis et al,.2015)

Patient Loyalty
is continued use of a pround or
service and is a grounded in
attitudes toward the product or
service
(Astuti&Nagase.2014)
 Object : Bula regional public hospital

Subject : Inpatients

RESEARCH Sampling Technique : Purposive sampling

METHODS
Instrument : Questionnaire distribution

Analysis Techniques : SEM-AMOS

 HYPOTESIS TEST

Validity test :
Therapeutic communication CFA Test
Patient Satisfaction CFA Test Regression Weights Estimate S.E. C.R. P Explanation
Patient Loyalty CFA Test

Therapeutic Patient
,209 ,096 2,170 *** Significant
Reliability Test communication Satisfaction

Model Feasibility Test (GOF)

Therapeutic Patient
,463 ,119 3,891 *** Significant
communication Loyalty
SEM Evaluation :
Sample Size
Normality test Patient Patient ***
Significant
,269 ,108 2,478
Bootstrapping Test Satisfaction Loyalty
Outliers Test
Hypothesis test
FULL MODEL
DISCUSSIONS

Based on the research results, the value of critical ratio (C.R) is 2.170 ≥ 1.967 and the
probability value (P) is 0.030 ≤ 0.05. which means H1 is accepted, therapeutic communication
affects patient satisfaction

Based on the research results, the value of critical ratio (C.R) is 3.891 ≤ 1.967 and the
probability value (P) is 0,000 ≥ 0.05. which means H2 is accepted, which indicates that
therapeutic communication affects patient loyalty.

Based on the research results, the value of critical ratio (C.R) is 2.478 ≥ 1.967 and the
probability value (P) is 0.013 ≥ 0.05, which means that H3 is accepted, which indicates that
satisfaction affects patient loyalty.
CONCLUSION

1. Therapeutic communication has a significant effect on patient satisfaction

2. Therapeutic communication has a significant effect on patient loyalty.
3. satisfaction has a significant effect on patient loyalty