Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach
The purpose of this study was to analyze the service quality of government hospitals in Palembang based on the user's perspective and the determining factors as well as the influence of service quality on service user satisfaction of government hospitals in Palembang. The population of this st...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Fakultas Ekonomi Universitas Sriwijaya
2023-05-01
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| Series: | Sriwijaya International Journal of Dynamic Economics and Business |
| Subjects: | |
| Online Access: | https://sijdeb.unsri.ac.id/index.php/SIJDEB/article/view/420 |
| _version_ | 1797287381405007872 |
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| author | Fildzah Hashifah Taufiq Muhammad Zulkarnain Misnaniarti Misnaniarti |
| author_facet | Fildzah Hashifah Taufiq Muhammad Zulkarnain Misnaniarti Misnaniarti |
| author_sort | Fildzah Hashifah Taufiq |
| collection | DOAJ |
| description |
The purpose of this study was to analyze the service quality of government hospitals in Palembang based on the user's perspective and the determining factors as well as the influence of service quality on service user satisfaction of government hospitals in Palembang. The population of this study is all patients in three public hospitals in Palembang. The sample was calculated using the Lemeshow formula with total respondents of 100 patients. The data is obtained through questionnaires using SERVQUAL method. The results show that, service quality that measured by dimensions of tangibility, empathy, reliability, responsiveness and assurances is found to be lower than the patients' expectations. The results also show that service quality has a positive and significant effect on user satisfaction on the government hospitals in Palembang.
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| first_indexed | 2024-03-07T18:32:19Z |
| format | Article |
| id | doaj.art-a8ab65127833422a80fa402b6be8298e |
| institution | Directory Open Access Journal |
| issn | 2581-2904 2581-2912 |
| language | English |
| last_indexed | 2024-03-07T18:32:19Z |
| publishDate | 2023-05-01 |
| publisher | Fakultas Ekonomi Universitas Sriwijaya |
| record_format | Article |
| series | Sriwijaya International Journal of Dynamic Economics and Business |
| spelling | doaj.art-a8ab65127833422a80fa402b6be8298e2024-03-02T06:10:34ZengFakultas Ekonomi Universitas SriwijayaSriwijaya International Journal of Dynamic Economics and Business2581-29042581-29122023-05-017110.29259/sijdeb.v7i1.21-40Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL ApproachFildzah Hashifah Taufiq0Muhammad Zulkarnain1Misnaniarti Misnaniarti2Faculty of Public Health, Universitas SriwijayaFaculty of Medicine, Universitas SriwijayaFaculty of Public Health, Universitas Sriwijaya The purpose of this study was to analyze the service quality of government hospitals in Palembang based on the user's perspective and the determining factors as well as the influence of service quality on service user satisfaction of government hospitals in Palembang. The population of this study is all patients in three public hospitals in Palembang. The sample was calculated using the Lemeshow formula with total respondents of 100 patients. The data is obtained through questionnaires using SERVQUAL method. The results show that, service quality that measured by dimensions of tangibility, empathy, reliability, responsiveness and assurances is found to be lower than the patients' expectations. The results also show that service quality has a positive and significant effect on user satisfaction on the government hospitals in Palembang. https://sijdeb.unsri.ac.id/index.php/SIJDEB/article/view/420Service User SatisfactionSERVQUALAccredited Government HospitalPalembang |
| spellingShingle | Fildzah Hashifah Taufiq Muhammad Zulkarnain Misnaniarti Misnaniarti Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach Sriwijaya International Journal of Dynamic Economics and Business Service User Satisfaction SERVQUAL Accredited Government Hospital Palembang |
| title | Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach |
| title_full | Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach |
| title_fullStr | Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach |
| title_full_unstemmed | Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach |
| title_short | Assesment of User Satisfaction of Accredited Government Hospital Services in Palembang Using the SERVQUAL Approach |
| title_sort | assesment of user satisfaction of accredited government hospital services in palembang using the servqual approach |
| topic | Service User Satisfaction SERVQUAL Accredited Government Hospital Palembang |
| url | https://sijdeb.unsri.ac.id/index.php/SIJDEB/article/view/420 |
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