Islamic Service Quality in Primary Care : An IPA-Based Gap Analysis from Bandung, Indonesia
DOI:
https://doi.org/10.38035/dijemss.v8i1.6906Keywords:
IS-SERVQUAL-PC, Islamic service quality, Importance-Performance Analysis, gap analysis, primary careAbstract
Healthcare quality in Islamic institutions requires evaluation frameworks that integrate technical service dimensions with Islamic values, which standard SERVQUAL instruments fail to capture, creating a measurable gap between conventional measurement and the lived experiences of Muslim patients in faith-based primary care. Objectives: This study measures the service quality gap between patient expectations and performance at an Islamic primary care clinic in Bandung, Indonesia; validates IS-SERVQUAL-PC, a 25-item Islamic-augmented SERVQUAL scale embedding eight Islamic values across five service dimensions; identifies priority dimensions for improvement; and maps service attributes using Importance-Performance Analysis (IPA). Methods: A cross-sectional survey collected data from 80 outpatients at Clinic “X” using the dual-scale IS-SERVQUAL-PC. Validity was confirmed via Pearson correlation (r > 0.296) and reliability via Cronbach’s alpha (0.974 for Performance; 0.984 for Expectations). Gap analysis (Gap = P − E) and IPA quadrant mapping guided interpretation. Results: All 25 items showed negative gaps (mean = −0.217). The largest gaps were waiting queue experience (−0.363), medical equipment and facilities (−0.325), and respectful treatment of patient Islamic values (−0.313). At dimension level, Tangibles (−0.253) and Empathy (−0.258) recorded the largest gaps, and all items fell within IPA Quadrant II. Conclusion: Although performance was rated above 4.0, persistent negative gaps reveal unmet expectations. Islamic-specific dimensions, particularly spiritual respect and halal provision, are critical differentiators of faith-based service quality, and IS-SERVQUAL-PC offers a psychometrically robust, replicable measurement tool.
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