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Hospital Service Quality from Patients Perspective: A Case of Indonesia
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Author(s): Puspa Indahati Sandhyaduhita (Universitas Indonesia, Indonesia), Haya Rizqi Fajrina (Universitas Indonesia, Indonesia), Ave Adriana Pinem (Universitas Indonesia, Indonesia), Achmad Nizar Hidayanto (Universitas Indonesia, Indonesia), Putu Wuri Handayani (Universitas Indonesia, Indonesia)and Kasiyah M. Junus (Universitas Indonesia, Indonesia)
Copyright: 2020
Pages: 17
Source title:
Hospital Management and Emergency Medicine: Breakthroughs in Research and Practice
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-7998-2451-0.ch027
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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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