INFLUENCE OF INTERPERSONAL COMMUNICATION BETWEEN CLINICAL DENTAL STUDENTS AND PATIENTS ON SERVICE SATISFACTION AT RSGM IIK BHAKTI WIYATA KEDIRI
DOI:
https://doi.org/10.54973/jham.v6i2.814Keywords:
interpersonal communication, CLASS, patient satisfactionAbstract
Interpersonal communication is an essential clinical competency in dental care that directly
contributes to patient experience and service quality. This study aims to analyze the interpersonal
communication influence of dental clinical students based on the CLASS framework (Context–
Listening–Acknowledgement–Strategy–Summary) and its relationship with patient satisfaction
at RSGM IIK Bhakti Wiyata Kediri. This quantitative cross-sectional study involved 144 patients
selected using simple random sampling. Interpersonal communication was measured using the
14-item CLASS instrument on a Likert scale. Reliability testing yielded a Cronbach’s Alpha value
of 0.84, indicating excellent reliability. Descriptive analysis showed that all CLASS components fell
into the very good category. Spearman correlation analysis produced a value of 0.000 (p-value <
0.05), indicating that effective interpersonal communication between dental clinical interns and
patients leads to higher levels of patient satisfaction. Overall, interpersonal communication
among dental clinical students was effective and consistent, and there was a significant
relationship between interpersonal communication and patient satisfaction
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