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Hospital Service Quality from Patients Perspective: A Case of Indonesia

Hospital Service Quality from Patients Perspective: A Case of Indonesia

Puspa Sandhyaduhita, Haya Rizqi Fajrina, Ave Adriana Pinem, Achmad Nizar Hidayanto, Putu Handayani, Kasiyah Junus
Copyright: © 2016 |Volume: 7 |Issue: 4 |Pages: 14
ISSN: 1947-315X|EISSN: 1947-3168|EISBN13: 9781466691933|DOI: 10.4018/IJEHMC.2016100103
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MLA

Sandhyaduhita, Puspa, et al. "Hospital Service Quality from Patients Perspective: A Case of Indonesia." IJEHMC vol.7, no.4 2016: pp.48-61. http://doi.org/10.4018/IJEHMC.2016100103

APA

Sandhyaduhita, P., Fajrina, H. R., Pinem, A. A., Hidayanto, A. N., Handayani, P., & Junus, K. (2016). Hospital Service Quality from Patients Perspective: A Case of Indonesia. International Journal of E-Health and Medical Communications (IJEHMC), 7(4), 48-61. http://doi.org/10.4018/IJEHMC.2016100103

Chicago

Sandhyaduhita, Puspa, et al. "Hospital Service Quality from Patients Perspective: A Case of Indonesia," International Journal of E-Health and Medical Communications (IJEHMC) 7, no.4: 48-61. http://doi.org/10.4018/IJEHMC.2016100103

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Abstract

This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest gap: (1) responsiveness, (2) assurance, (3) professionalism, (4) reliability, (5) empathy and (6) tangible. Apparently, the gap for each criterion transpires to be significantly different which straightforwardly indicates the quality of the service delivered by hospitals for each criterion is still below respondents' expectations. Recommendation towards hospitals is proposed from technological point of view in forms of IT support in order to significantly improve the process as the dimension of the responsiveness criterion. Nonetheless, suggestion towards the Ministry of Health as the policy maker is also addressed that urges the establishment of policy and its implementation concerning IT support for accelerating hospitals automation.

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