The effect of Interpersonal Communication, Facilities and Application-Based Registration on patient satisfaction with service quality as an intervening variable in the outpatient row RSUD Raja Ahmad Tabib Riau Island Province

Abstract

Purpose: The purpose of this study was to analyze the effect of interpersonal communication, facilities, and ease of application-based registration on patient satisfaction with service quality as an intervening variable in the Outpatient Hospital Raja Ahmad Tabib Riau Islands Province. Research methodology: The research design used in this study was quantitative research with an associative type of research in the form of a causal relationship. The population in this study were outpatients who registered using the application totaling 5,818 people. The sample size was determined using the Slovin formula to obtain a sample size of 374 people. The data collection technique in this study was a Likert scale questionnaire, with instruments in the form of questionnaire sheets and Google Forms. The data analysis technique used in this study used the partial least squares (PLS) approach assisted by SmartPLS. Results: The results showed that direct interpersonal communication, facilities, and ease of application-based registration had a significant effect on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Island Province. Contribution: Direct interpersonal communication, facilities, and ease of application-based registration also have a significant effect on service quality in the outpatient department of Raja Ahmad Tabib Hospital, Riau Islands Province. In addition, service quality can significantly intervene between direct interpersonal communication, facilities, and ease of application-based registration on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Islands Province.