FAKTOR-FAKTOR KOMUNIKASI INTERPERSONAL FISIOTERAPIS YANG MEMPENGARUHI KEPUASAN PELANGGAN

NADYA BERLIANA PUTRI, . (2025) FAKTOR-FAKTOR KOMUNIKASI INTERPERSONAL FISIOTERAPIS YANG MEMPENGARUHI KEPUASAN PELANGGAN. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Komunikasi interpersonal berperan penting dalam interaksi antara fisioterapis dan pasien. Namun, ditemukan bahwa banyak pasien dari klinik Fisioterapi Iman Santoso mengalami kebingungan dalam memahami prosedur perawatan dan kesulitan dalam mengikuti instruksi yang diberikan fisioterapis yang berdampak pada kepuasan pasien terhadap layanan yang diterima. Berdasarkan permasalahan tersebut, penelitian dilakukan untuk mengetahui faktor-faktor komunikasi interpersonal fisioterapis yang mempengaruhi kepuasan pasien di klinik Fisioterapi Iman Santoso, S.KM., S.Ft., M.Fis. Penelitian ini menggunakan teori Patient Centered Communication yang menekankan pentingnya memahami perspektif dan preferensi pasien dalam interaksi dengan penyedia layanan kesehatan dengan cara mendengarkan, menghargai, dan melibatkan pasien dalam proses perawatan. Komunikasi interpersonal yang dianalisis berdasarkan empat elemen, yakni strategi, proses sosial, pertukaran pesan, dan makna. Kemudian kepuasan pelanggan yang mencakup Reliability, Empathy, Responsiveness, Tangible, dan Assurance. Paradigma positivisme dengan pendekatan kuantitatif eksplanatif digunakan dalam penelitian ini. Pengumpulan data dilakukan secara daring melalui metode survei dengan kuesioner Google Form. Responden dalam penelitian ini berjumlah 65 orang, yang merupakan pasien Klinik Fisioterapi Iman Santoso, S.KM., S.Ft., M.Fis. yang menjalani perawatan pada periode Februari hingga Mei 2024. Teknik pengambilan sampel yang digunakan adalah teknik sensus, di mana seluruh populasi dalam periode tersebut dijadikan responden penelitian. Hasil penelitian menunjukkan bahwa elemen proses sosial memiliki pengaruh terbesar dalam membangun komunikasi yang efektif antara fisioterapis dan pasien yang berarti interaksi antara fisioterapis dan pasien berlangsung secara dinamis dan berkelanjutan. Sementara itu, aspek kepuasan pelanggan dipengaruhi oleh aspek kenyataan dalam layanan, di mana fasilitas dan lingkungan klinik berperan dalam membentuk pengalaman positif pasien. Berdasarkan temuan tersebut, maka dapat dinyatakan bahwa komunikasi interpersonal mampu mempengarui kepuasan pasien terhadap pelayanan fisioterapi, terutama dalam hal proses sosial. Kesimpulan dari penelitian ini adalah elemen proses sosial menjadi faktor yang paling mempengaruhi kepuasan pasien, sementara aspek Tangible (kenyataan) dalam layanan juga memiliki pengaruh yang signifikan. Berdasarkan hasil penelitian, direkomendasikan bahwa klinik fisioterapi meningkatkan interaksi sosial antara fisioterapis dan pasien serta memperjelas informasi terkait layanan yang diberikan. Dengan meningkatkan komunikasi interpersonal, diharapkan tingkat kepuasan pasien terhadap pelayanan fisioterapi dapat terus ditingkatkan. Kata Kunci: Fisioterapis, Kepuasan Pelanggan, Komunikasi Interpersonal, Pasien Interpersonal communication plays an important role in the interaction between physiotherapists and patients. However, it was found that many patients from the Iman Santoso Physiotherapy clinic experienced confusion in understanding treatment procedures and had difficulty following the instructions given by the physiotherapist which had an impact on patient satisfaction with the services received. Based on these problems, research was conducted to determine the factors of physiotherapist interpersonal communication that influence patient satisfaction at the Iman Santoso, S.KM., S.Ft., M.Fis Physiotherapy clinic. This study employs the Patient-Centered Communication theory, which emphasizes the importance of understanding patients' perspectives and preferences in interactions with healthcare providers by listening, respecting, and involving patients in the treatment process. Interpersonal communication is analyzed based on four elements: strategy, social process, message exchange, and meaning. Meanwhile, customer satisfaction includes the dimensions of Reliability, Empathy, Responsiveness, Tangible, and Assurance. A positivist paradigm with an explanatory quantitative approach was used in this study. Data collection was conducted online using a survey method through a Google Form questionnaire. The respondents in this study totaled 65 individuals, consisting of patients from the Iman Santoso Physiotherapy Clinic, S.KM., S.Ft., M.Fis., who underwent treatment from February to May 2024. The sampling technique used was the census method, where the entire population during this period was included as research respondents. The research results show that social process elements have the greatest influence in building effective communication between physiotherapists and patients, which means that the interaction between physiotherapists and patients takes place dynamically and continuously. Meanwhile, the customer satisfaction aspect is influenced by the reality aspect of service, where the facilities and clinic environment play a role in shaping the patient's positive experience. Based on these findings, it can be stated that interpersonal communication is able to influence patient satisfaction with physiotherapy services, especially in terms of social processes. The conclusion of this study is that social process is the most influential factor affecting patient satisfaction, while the Tangible aspect of services also has a significant impact. Based on the study results, it is recommended that physiotherapy clinics enhance social interaction between physiotherapists and patients and provide clearer information regarding the services offered. By improving interpersonal communication, it is expected that patient satisfaction with physiotherapy services can continue to increase. Keywords: Customer Satisfaction, Interpersonal Communication, Patient, Physiotherapist

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Kinkin Yuliaty SP, M.Si., CICS 2). Dr. Wiratri Anindhita, M.Sc
Subjects:	Ilmu Sosial > Komunikasi
Divisions:	FIS > S1 Ilmu Komunikasi
Depositing User:	Users 26730 not found.
Date Deposited:	26 Feb 2025 07:15
Last Modified:	26 Feb 2025 07:15
URI:	http://repository.unj.ac.id/id/eprint/53618

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