The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia
Overcrowding at emergency department with domination of non-emergency patient based on triage process could lead to the decrease of communication quality from the care giver. An approach through communication media at hospital should be optimized to fulfill the information needs from the customer....
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doaj-edb4c7cc221e4eb6a34842e9a63ae8372020-11-25T02:10:10ZengPAGEPress PublicationsJournal of Public Health in Africa2038-99222038-99302019-10-01101s10.4081/jphia.2019.1170The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, IndonesiaAlita Dewi Percunda0Djazuli Chalidyanto1Master Program of Health Administration and Policy Master Program, Faculty of Public Health, Universitas AirlanggaMaster Program of Health Administration and Policy Master Program, Faculty of Public Health, Universitas Airlangga Overcrowding at emergency department with domination of non-emergency patient based on triage process could lead to the decrease of communication quality from the care giver. An approach through communication media at hospital should be optimized to fulfill the information needs from the customer. This study aimed to identify the correlation between the communication quality and the customer satisfaction can give us a better understanding to improve our service at emergency department. A questionnaire to measure perceived communication quality of care giver (consists of communicator and media aspects) and customer satisfaction was given to patient or his/her guardian at emergency department. The sample size of 93 had been validated from 100 questionnaires collected. The regression test result is significant for both communicator aspects (sig 0.000) and information media (sig 0.011) with p<0.05. The perceived communication quality both communicator and media aspect is correlated with customer satisfaction. Thus, understanding and improvement in those factors are important to increase customer satisfaction especially at emergency department where situations are often busy and care givers tend to underestimate the importance of communication. https://www.publichealthinafrica.org/index.php/jphia/article/view/1170Perceived communication quality, customer satisfaction, emergency department |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Alita Dewi Percunda Djazuli Chalidyanto |
spellingShingle |
Alita Dewi Percunda Djazuli Chalidyanto The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia Journal of Public Health in Africa Perceived communication quality, customer satisfaction, emergency department |
author_facet |
Alita Dewi Percunda Djazuli Chalidyanto |
author_sort |
Alita Dewi Percunda |
title |
The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia |
title_short |
The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia |
title_full |
The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia |
title_fullStr |
The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia |
title_full_unstemmed |
The correlation between perceived communication quality and customer satisfaction at Bhayangkara Hospital Emergency Department, Indonesia |
title_sort |
correlation between perceived communication quality and customer satisfaction at bhayangkara hospital emergency department, indonesia |
publisher |
PAGEPress Publications |
series |
Journal of Public Health in Africa |
issn |
2038-9922 2038-9930 |
publishDate |
2019-10-01 |
description |
Overcrowding at emergency department with domination of non-emergency patient based on triage process could lead to the decrease of communication quality from the care giver. An approach through communication media at hospital should be optimized to fulfill the information needs from the customer. This study aimed to identify the correlation between the communication quality and the customer satisfaction can give us a better understanding to improve our service at emergency department. A questionnaire to measure perceived communication quality of care giver (consists of communicator and media aspects) and customer satisfaction was given to patient or his/her guardian at emergency department. The sample size of 93 had been validated from 100 questionnaires collected. The regression test result is significant for both communicator aspects (sig 0.000) and information media (sig 0.011) with p<0.05. The perceived communication quality both communicator and media aspect is correlated with customer satisfaction. Thus, understanding and improvement in those factors are important to increase customer satisfaction especially at emergency department where situations are often busy and care givers tend to underestimate the importance of communication.
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topic |
Perceived communication quality, customer satisfaction, emergency department |
url |
https://www.publichealthinafrica.org/index.php/jphia/article/view/1170 |
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