KOMUNIKASI INTERPERSONAL DAN FASILITAS KESEHATAN SERTA PENGARUHNYA TERHADAP KEPERCAYAAN DAN WOMPADA RUMAH SAKIT UMUM DAERAH KOTA MATARAM

Abstract

This research examined the influence of interpersonal communication, medical facilities, trust and word of mouth (WOM) outpatients in Mataram City Hospital. Specifically, the objectives of this research was to determine the significance effect of the interpersonal communication and medical facilities toward the trust and WOM outpatients in Mataram City Hospital. The samples using purposive sampling method. Respondents were public patients undergoing outpatient treatment and patients who had more than two times in poly Mataram City Hospital. This research uses the path analysis with the application Statistical Product and Service Solutions (SPSS). The results showed that interpersonal communication positive and significant effect toward the trust, medical facilities positive and significant effect toward the trust, interpersonal communication positive and significant effect toward WOM, medical facilities are not exhibited significantly positive effect toward WOM, trust were positive and significant effect toward WOM, interpersonal communication positive and significant effect toward WOM through trust, as well as medical facilities significant and positive effect toward WOM through trust outpatients in Mataram City Hospital.