A Priority Based Management Analysis of Patient Satisfaction Using the SERVQUAL Model: Evidence from Hospital Service Quality Evaluation
DOI:
https://doi.org/10.38035/dijemss.v8i1.6619Keywords:
Service Quality, Quality Dimensions, Patient Satisfaction, Hospital ManagementAbstract
Patient satisfaction is a key indicator of healthcare service quality and an essential measure for evaluating hospital performance. This study focuses on hospital services as the research object. It aims to analyze patient satisfaction by examining the dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangibles, based on the SERVQUAL model. The study used a quantitative approach, administering a structured questionnaire to inpatients and outpatients. The collected data were analyzed using descriptive statistics and inferential analysis, complemented by a priority-based evaluation to identify the most critical factors influencing patient satisfaction. The findings reveal gaps between patient expectations and perceived service performance, particularly in facility cleanliness, service timeliness, and interpersonal interactions. The weighted gap analysis identifies facility cleanliness and service timeliness as the main priorities for hospital service improvement. These findings suggest that hospital management should focus on enhancing interpersonal service quality and improving service efficiency to achieve higher levels of patient satisfaction. This study provides practical insights for hospital administrators in developing priority-based strategies to improve service quality and strengthen patient-centered care.
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Copyright (c) 2026 Kosasih Kosasih, Andika Andika, Hannan Hannan, Fauzan Azhari, Anim Anim
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