The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling
To determine the effect of complaint handling training with collaborative and cooperative methods on increasing and retaining staff’s knowledge. This study was a quasi-experimental with pretest and post-test design. The study was conducted from February to April 2019 at Pandaan Hospital. Respondent...
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| Format: | Article |
| Language: | English |
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Indonesian Institute for Counseling, Education and Therapy (IICET)
2023-09-01
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| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| Subjects: | |
| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/2132 |
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| author | Tita Hariyanti Ninik Pujaning Dyah Sabrina Aulia Rahma Silvy Rahmah Yanthy Tjatur Budi Winarko |
| author_facet | Tita Hariyanti Ninik Pujaning Dyah Sabrina Aulia Rahma Silvy Rahmah Yanthy Tjatur Budi Winarko |
| author_sort | Tita Hariyanti |
| collection | DOAJ |
| description | To determine the effect of complaint handling training with collaborative and cooperative methods on increasing and retaining staff’s knowledge. This study was a quasi-experimental with pretest and post-test design. The study was conducted from February to April 2019 at Pandaan Hospital. Respondent of the research were 67 hospital staff who often interacted with patients or patient's family. The Friedman's test showed significant differences in values (<0.05). The Wilcoxon test showed a significant difference between pretest compared to post-test 1 and pretest compared to post-test 2 (sig <0.05), while post-test 1 compared to post-test 2 did not show a significant difference in value (sig> 0.05). Complaint handling training with collaborative and cooperative methods affect staff’s knowledge and their knowledge retention |
| format | Article |
| id | doaj-art-c129f61599c841d3955b247045da453e |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2023-09-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-c129f61599c841d3955b247045da453e2025-01-27T12:24:49ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032023-09-01931367137110.29210/0202321321424The impact of collaborative and cooperative methods on staff’s knowledge in complaint handlingTita Hariyanti0Ninik Pujaning Dyah1Sabrina Aulia Rahma2Silvy Rahmah Yanthy3Tjatur Budi Winarko4Universitas BrawijayaUniversitas BrawijayaUniversitas BrawijayaUniversitas BrawijayaUniversitas BrawijayaTo determine the effect of complaint handling training with collaborative and cooperative methods on increasing and retaining staff’s knowledge. This study was a quasi-experimental with pretest and post-test design. The study was conducted from February to April 2019 at Pandaan Hospital. Respondent of the research were 67 hospital staff who often interacted with patients or patient's family. The Friedman's test showed significant differences in values (<0.05). The Wilcoxon test showed a significant difference between pretest compared to post-test 1 and pretest compared to post-test 2 (sig <0.05), while post-test 1 compared to post-test 2 did not show a significant difference in value (sig> 0.05). Complaint handling training with collaborative and cooperative methods affect staff’s knowledge and their knowledge retentionhttps://jurnal.iicet.org/index.php/jppi/article/view/2132collaborative methods, cooperative methods, knowledge change, complaint handling |
| spellingShingle | Tita Hariyanti Ninik Pujaning Dyah Sabrina Aulia Rahma Silvy Rahmah Yanthy Tjatur Budi Winarko The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling JPPI (Jurnal Penelitian Pendidikan Indonesia) collaborative methods, cooperative methods, knowledge change, complaint handling |
| title | The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling |
| title_full | The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling |
| title_fullStr | The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling |
| title_full_unstemmed | The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling |
| title_short | The impact of collaborative and cooperative methods on staff’s knowledge in complaint handling |
| title_sort | impact of collaborative and cooperative methods on staff s knowledge in complaint handling |
| topic | collaborative methods, cooperative methods, knowledge change, complaint handling |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/2132 |
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