Communication Skills and Service Responsibility Towards Patient Loyalty Moderated by Satisfaction in Indonesian Hospitals

Abstract

The ability of health workers, both doctors, nurses, and administrative staff, to convey medical information in a timely, empathetic, and clear manner is known as communication skills. Good communication makes patients feel heard and appreciated, which in turn increases trust in the services they receive. This study aims to identify how the relationship between communication skills and service responsiveness can affect patient loyalty, with satisfaction as a moderating factor. This research method uses a document review method using the PRISMA method. The data collection strategy for various literatures was obtained from electronic databases using Google Scholar and Reaseach Gate, the Garuda portal. The inclusion criteria for research articles were taken from 2019 to 2024. Research results: from the analysis of 9 articles obtained, there were communication skills in services that emphasized that transparent and empathetic communication builds and maintains patient trust. Likewise, the relationship between service responsiveness and its impact on satisfaction shows that the speed of service must be accompanied by clear explanations and effective communication to build customer trust and ensure the company's success in providing appropriate and professional services. Conclusion: communication skills and service responsiveness have a significant influence on patient loyalty, with patient satisfaction as a moderating factor. However, this satisfaction is not only influenced by communication skills, but also by other supporting factors such as the quality of facilities, technology, and adequate human resources. In addition, differences in cultural and demographic backgrounds also play a role in influencing patient perceptions of services, so it is important for health workers to understand the diverse needs of patients.

Keywords: communication skills, responsiveness of service, patient loyalty, patient satisfaction