Analysis of Service Quality and Patient Satisfaction using Servqual Method in Particular Public Hospital

Johanes Ronaldy Polla, Respati Wulandari, Ezra Aileen, Thalia Dwiutami

2019

Abstract

The purpose of this research is to measure the quality of services and patient satisfaction in the particular public hospital and to find out which service dimension is the main priority for improvement. This research measures the gap between patient expectation and patient perspective based on questionnaires completed by 202 patients from various polyclinics. This research used SERVQUAL method based on five dimensions of service quality such as tangible, reliability, responsiveness, assurance, and empathy. The result of this research found that the gap value from all dimensions are negative, and the main priority dimension for improvement are empathy and responsiveness dimension. The conclusion is the service quality in the hospital has not been satisfactory yet and the hospital should improve the quality of service in all dimensions especially on empathy and responsiveness dimensions

Paper Citation

in Harvard Style

Polla J., Wulandari R., Aileen E. and Dwiutami T. (2019). Analysis of Service Quality and Patient Satisfaction using Servqual Method in Particular Public Hospital.In Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM, ISBN 978-989-758-451-0, pages 235-241. DOI: 10.5220/0009867802350241

in Bibtex Style

@conference{iccetim19,
author={Johanes Ronaldy Polla and Respati Wulandari and Ezra Aileen and Thalia Dwiutami},
title={Analysis of Service Quality and Patient Satisfaction using Servqual Method in Particular Public Hospital},
booktitle={Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM,},
year={2019},
pages={235-241},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009867802350241},
isbn={978-989-758-451-0},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Creative Economics, Tourism and Information Management - Volume 1: ICCETIM,
TI - Analysis of Service Quality and Patient Satisfaction using Servqual Method in Particular Public Hospital
SN - 978-989-758-451-0
AU - Polla J.
AU - Wulandari R.
AU - Aileen E.
AU - Dwiutami T.
PY - 2019
SP - 235
EP - 241
DO - 10.5220/0009867802350241