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Path: Top > S1-Final_Project > Fakultas_Sospol > Ilmu_Komunikasi > 2007

EFEKTIVITAS KOMUNIKASI ANTAR PERSONA CUSTOMER CARE RUMAH SAKIT AL ISLAM BANDUNG TERHADAP KEPUASAAN PASIEN RAWAT INAPNYA

Undergraduate Theses from JBPTUNIKOMPP / 2010-03-02 14:48:24
By : NIA KURNIA; NIM 41803004, Jurusan Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik, UNIKOM
Created : 2007-11-22, with 4 files

Keyword : 1. KOMUNIKASI ANTAR PERSONA, CUSTOMER CARE
Url : http://

This research is aimed to find out of the effectiveness of interpersonal communication of customer care toward the inpatients’ satisfaction at Al Islam Bandung Hospital. Regarding this, the writer analyzed the level of communicator’s credibility, the content of the message, the inpatients’ desires, needs, and expectations.


The research used quantitative. A survey was the method employed in this research by using descriptive analysis technique. Using accidental sampling from the Yamane result the sample was 69 inpatients at Al Islam Bandung Hospital. The data was collected through questionnaires, interviews, and library research. The data analysis technique used to see the correlation between variables was Rank Spearman correlation coefficient.


The findings of this research showed that firstly, the credibility of communicator had a significant effect on the inpatients’ satisfaction with correlation coefficient of 0,586. Secondly, the content of message had a considerable effect on the inpatients ‘satisfactions with correlations coefficient of 0,486.Thirdly, the correlation between the influence of the effectiveness of interpersonal communication through and the inpatients ‘desires was relatively low effect but sure with correlations coefficient of 0, 344. Fourthly, the effectiveness of interpersonal communication through had a significant effect on the inpatients’ needs with correlation coefficient of 0,494. The fifthly, the effectiveness of interpersonal communication through had a considerable effect on the inpatients ‘expectation with correlations coefficient of 0,604. Sixth, the effectiveness of interpersonal communication through had a significant effect on the inpatients’ satisfactions with correlations coefficient of 0,598. The result of data processing and the examination hypothesis, Hi conceptual (hypothesis of the research) was accepted. The study showed that the interpersonal communication of customer care at Al Islam Bandung Hospital was effective to the inpatients’ satisfaction.


Thus, it was found that the effectiveness of interpersonal communication of customer care at Al Islam Bandung Hospital is significant to its inpatients’ satisfaction.


Finally, the suggestion recommended for Al Islam Bandung Hospital is that the customer care should enlarge the number of its staff since the patients outnumber them. In addition, the staff of customer care should attend the seminar of communication and public relations.

Description Alternative :

This research is aimed to find out of the effectiveness of interpersonal communication of customer care toward the inpatients’ satisfaction at Al Islam Bandung Hospital. Regarding this, the writer analyzed the level of communicator’s credibility, the content of the message, the inpatients’ desires, needs, and expectations.


The research used quantitative. A survey was the method employed in this research by using descriptive analysis technique. Using accidental sampling from the Yamane result the sample was 69 inpatients at Al Islam Bandung Hospital. The data was collected through questionnaires, interviews, and library research. The data analysis technique used to see the correlation between variables was Rank Spearman correlation coefficient.


The findings of this research showed that firstly, the credibility of communicator had a significant effect on the inpatients’ satisfaction with correlation coefficient of 0,586. Secondly, the content of message had a considerable effect on the inpatients ‘satisfactions with correlations coefficient of 0,486.Thirdly, the correlation between the influence of the effectiveness of interpersonal communication through and the inpatients ‘desires was relatively low effect but sure with correlations coefficient of 0, 344. Fourthly, the effectiveness of interpersonal communication through had a significant effect on the inpatients’ needs with correlation coefficient of 0,494. The fifthly, the effectiveness of interpersonal communication through had a considerable effect on the inpatients ‘expectation with correlations coefficient of 0,604. Sixth, the effectiveness of interpersonal communication through had a significant effect on the inpatients’ satisfactions with correlations coefficient of 0,598. The result of data processing and the examination hypothesis, Hi conceptual (hypothesis of the research) was accepted. The study showed that the interpersonal communication of customer care at Al Islam Bandung Hospital was effective to the inpatients’ satisfaction.


Thus, it was found that the effectiveness of interpersonal communication of customer care at Al Islam Bandung Hospital is significant to its inpatients’ satisfaction.


Finally, the suggestion recommended for Al Islam Bandung Hospital is that the customer care should enlarge the number of its staff since the patients outnumber them. In addition, the staff of customer care should attend the seminar of communication and public relations.


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