Published date: May 30 2024

Journal Title: KnE Social Sciences

Issue title: The 6th International Conference on Social Sciences and Humanities (ICOSSH VI)

Pages: 201–210

DOI: 10.18502/kss.v9i18.16351

Monica Haprindamonicahaprinda@yahoo.comPublic Service Quality in the Regional General Hospital in Pangkalpinang City

Quality public services will give the impression of satisfaction and comfort to the people who receive them. This research focuses on patient satisfaction and comfort at Depati Hamzah Hospital, Pangkalpinang City, Sumatra, Indonesia. Patients and their families who received inpatient services became research respondents. In total, 105 participants participated in the survey as respondents to utilize the Windows SPSS 22 application for processing. Five significant service dimensions were the basis for measuring the service quality. The average level of patient satisfaction is 4.38 and the average level of service quality is 3.92 based on the results of importance-performance analysis calculations. This shows that 3.92 < 4.38, the quality of service has provided satisfaction to customers and patients but has not yet reached its best ability. The results of the Cartesian diagram analysis of the influence of service quality on patient satisfaction in quadrant I. The findings show that the gap is caused by the average perception and average expectations of unfavorable factors, namely the tangible, dependability, responsiveness, assurance, and empathy factors. If the gap is negative, it indicates that fewer or dissatisfied customers are using the service. The results of the Cartesian diagram are more visible in quadrant I, which shows that the level of performance is below the level of expectations and additional performance improvements are needed to please customers.

Keywords: public service, public service quality

[1] Kartikawati DR. Tanggung Jawab Rumah Sakit terhadap Pemenuhan Hak Pasien pada Masa Pandemi COVID-19. Indones Law Reform J. 2021;1(3):318–35.

[2] Widyaningsih W. Analisis harapan dan persepsi kualitas jasa pelayanan kesehatan terhadap kepuasan pasien di instalasi rawat jalan RSUD Ambarawa. Diakses tanggal. 2010;30.

[3] Farooq MS, Salam M, Fayolle A, Jaafar N, Ayupp K. Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. J Air Transp Manage. 2018;67:169–80.

[4] Jamaluddin J, Ruswanti E. Impact of service quality and customer satisfaction on customer loyalty: a case study in a private hospital in Indonesia. IOSR J Bus Manag. 2017;19(5):23–33.

[5] Choi KS, Lee H, Kim C, Lee S. The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. J Serv Mark. 2005;19(3):140–9.

[6] Parasuraman A, Zeithaml VA, Berry LL. A conceptual model of service quality and its implications for future research. J Mark. 1985;49(4):41–50.

[7] Natasya N, Yusuf M. MUTU PELAYANAN KESEHATAN PADA PASIEN YANG PERNAH MENGGUNAKAN BPJS. J Ilm Mhs Fak Keperawatan. 2021;5(3).

[8] Wong PT. What is existential positive psychology (PP 2.0)? Why is it necessary for mental health during the pandemic. Int J Existent Posit Psychol. 2021;10(1):1–16.

[9] Parasuraman A, Zeithaml VA, Berry L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988. 1988;64(1):12–40.

[10] Martilla JA, James JC. Importance-performance analysis. J Mark. 1977;41(1):77–9.