How Implicit Self-Theorist Moderate the Influence of Doctors Communication Skill on Patient Satisfaction: A Case Study in Hospital Industry in Indonesia

Abstract

An increase the number of visits patients seeking a treatment are thing that need to be concerned to improve hospital revenue. The hospital should be able to create patient satisfaction by improving its service quality. One of the things that are part of service quality is doctors' communication skill on patients. A good communication skill of the doctors will create patient satisfaction. It has been proven in previous researches that said patients showed significantly increase satisfaction to individual consultations, with the greatest increase in satisfaction on doctor communication skills. However, not all patients have the same reaction to communication style of the doctors. So far, there is no researches that includes about doctor communication skills that influenced by the nature of the individual itself, Hence in this research, the researcher wants to include the influence of individual nature on communication skills and patient satisfaction, in which implicit self-theorist will act as moderate variable between the communication skills on patient satisfaction that was not found in previous researches. This study is conducted to 120 respondents of men and women aged 18-70 years who seek outpatient treatment at a hospital in South Jakarta, Indonesia by using a questionnaire. Data analysis method used in this study is General Linear Model (GLM) method. The results of this research is found that the doctor communication skills improve patient satisfaction, especially for a group of individual entity, a group of patients who have a perception of high communication skills have greater satisfaction than the group of patients with the perception of low communication skills and specifically to the group of patients with the perception of low communication skills, the individual incremental group are more satisfied than the individual entity group. This research found that implicit self-theorist moderate communication skills on patient' satisfaction.