The Role of Empathy, Communication, and Emotional Intelligence in Nursing Service Quality at RSIA Bunda Denpasar
Dublin Core
Title
The Role of Empathy, Communication, and Emotional Intelligence in Nursing Service Quality at RSIA Bunda Denpasar
Subject
communication,
emotional
intelligence,
empathy, quality of
service
emotional
intelligence,
empathy, quality of
service
Description
Introduction: Nursing services are an integral part of hospital health
services, and they have a very strategic position in efforts to improve the
quality of consumer services coming to the hospital. The delivery of quality
health services highlights the need for multi-stakeholder action at all
health system levels. The hospital can maintain patient loyalty and gain
public trust by providing efficient and quality services by providing good
service. This study examined the effect of empathy, communication, and
emotional intelligence on the quality of nursing services at RSIA Bunda
Denpasar.
Methods: The design of this study was cross-sectional, using a multivariate
test and purposive sampling technique. The independent variables in this
study were empathy, communication, and emotional intelligence.
Meanwhile, the dependent variable in this study is the quality of nursing
services at RSIA Bunda Denpasar. The timing of this study is in May 2024.
This study used a sampling of 38 respondents. The instruments in this
study used empathy, communication, caring, and nursing service quality
questionnaires. A validity test value of 0.650-1,000, 0.790-1,000, 0.500-
1,000, and 0.545-1,000, and a reliability test value of 0.877, 0.756, 0.765,
and 0.867.
Results: The results of the multivariate test showed the significance value
of each variable has a significance value of <0.005, so the influence of
empathy, communication, and emotional intelligence on the quality of
nursing services at RSIA Bunda Denpasar.
Conclusion: It is recommended that health service managers improve the
quality of human resources by providing nursing services well.
services, and they have a very strategic position in efforts to improve the
quality of consumer services coming to the hospital. The delivery of quality
health services highlights the need for multi-stakeholder action at all
health system levels. The hospital can maintain patient loyalty and gain
public trust by providing efficient and quality services by providing good
service. This study examined the effect of empathy, communication, and
emotional intelligence on the quality of nursing services at RSIA Bunda
Denpasar.
Methods: The design of this study was cross-sectional, using a multivariate
test and purposive sampling technique. The independent variables in this
study were empathy, communication, and emotional intelligence.
Meanwhile, the dependent variable in this study is the quality of nursing
services at RSIA Bunda Denpasar. The timing of this study is in May 2024.
This study used a sampling of 38 respondents. The instruments in this
study used empathy, communication, caring, and nursing service quality
questionnaires. A validity test value of 0.650-1,000, 0.790-1,000, 0.500-
1,000, and 0.545-1,000, and a reliability test value of 0.877, 0.756, 0.765,
and 0.867.
Results: The results of the multivariate test showed the significance value
of each variable has a significance value of <0.005, so the influence of
empathy, communication, and emotional intelligence on the quality of
nursing services at RSIA Bunda Denpasar.
Conclusion: It is recommended that health service managers improve the
quality of human resources by providing nursing services well.
Creator
IGAA Sherlyna Prihandhani1*
, Putu Widiastuti1, & Made Oktaviani Bulan Trisna1
, Putu Widiastuti1, & Made Oktaviani Bulan Trisna1
Source
https://doi.org/10.37363/bnr.2024.53380
Date
18 July 2024
Contributor
peri irawan
Format
pdf
Language
english
Type
text
Files
Collection
Citation
IGAA Sherlyna Prihandhani1*
, Putu Widiastuti1, & Made Oktaviani Bulan Trisna1, “The Role of Empathy, Communication, and Emotional Intelligence in Nursing Service Quality at RSIA Bunda Denpasar,” Repository Horizon University Indonesia, accessed April 26, 2026, https://repository.horizon.ac.id/items/show/11762.