(Master of Business Administration, School of Business and Management, Institut Teknologi Bandung, Indonesia)(2) Akbar Adhi Utama
(Master of Business Administration, School of Business and Management, Institut Teknologi Bandung, Indonesia)*corresponding author
AbstractThis study investigates how Service Quality Dimensions influence patient satisfaction in a public hospital setting, using Syarif Hidayatullah Hospital as a case study. Employing the Service Quality Model, five dimensions, such as Tangibility, Reliability, Responsiveness, Assurance, and Empathy, were analyzed through a Mixed-Method approach that combined quantitative survey data from 120 respondents with qualitative feedback using NVivo Software. The results indicated that Responsiveness, particularly in pharmacy services, was the most influential factor affecting patient satisfaction but also the weakest in performance. Descriptive and inferential statistics showed significant delays in prescription fulfillment, especially for Mixed and Concoction types, with average waiting times exceeding 30 minutes. Qualitative themes further revealed dissatisfaction related to communication breakdowns, lack of queue transparency, and insufficient updates during pharmacy processes. While Empathy and Assurance received high ratings, they could not compensate for operational inefficiencies that shaped patients’ final impressions. The study concludes that enhancing Responsiveness through workflow redesign, digital queue systems, and real-time communication tools is critical to improving overall satisfaction. These findings contribute to healthcare service improvement by emphasizing the strategic role of Responsiveness in public hospital environments. KeywordsService Quality, Service Quality Dimension, Patient Satisfaction, Responsiveness, Pharmacy Waiting Time,.
|
DOIhttps://doi.org/10.47679/jrssh.v5i1.325 |
Article metrics10.47679/jrssh.v5i1.325 Abstract views : 320 | PDF views : 101 |
Cite |
Full Text Download
|
References
Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of Marketing?: SERVQUAL Toward Patient Loyalty in the Private Hospital Sector. Journal of Asian Finance, Economics and Business, 8(1), 419–430. https://doi.org/10.13106/jafeb.2021.vol8.no1.419
Aladwan, M. A., Anuar, M. M., Aladwan, R. M., & Salleh, H. S. (2024). The Effect of Service Quality, Patient Trust and Hospital Reputation on Patient Satisfaction in Jordanian Public Hospital. WSEAS Transactions on Business and Economics, 21, 410–426. https://doi.org/10.37394/23207.2024.21.36
Alfarizi, M., & Ngatindriatun, N. (2022). Determinant Factors of Hospital Service Quality and Patient Satisfaction?: Hospital Logistics Management Approach. Asian Management and Business Review, 2(2), 121–138. https://doi.org/10.20885/ambr.vol2.iss2.art2
Ali, B. J., Anwer, D. R. N. A., & Anwar, G. (2021). Private Hospitals’ Service Quality Dimensions?: The impact of Service Quality Dimensions on Patients’ Satisfaction. International Journal of Medical, Pharmacy and Drug Research, 5(3), 7–19. https://doi.org/10.22161/ijmpd.5.3.2
AlOmari, F. (2021). Measuring Gaps in Healthcare Quality Using SERVQUAL Model?: Challenges and Opportunities in Developing Countries. Measuring Business Excellence, 25(4), 407–420. https://doi.org/10.1108/MBE-11-2019-0104
Amin, S., & Jamal, M. (2022). Service Quality in Small and Medium Indian Private Hospitals : Examining Maternity Patients’ Perception using SERVPERF Model. Turkish Online Journal of Qualitative Inquiry (TOJQI), 13(1), 1284–1294.
Burodo, M. S., Suleiman, S., & Yusuf, G. (2021). An Assessment of Queue Management and Patient Satisfaction of Some Selected Hospitals in North-Western Nigeria. International Journal of Mathematics and Statistics Invention, 9(8). https://doi.org/10.35629/4767-09080813
Cham, T. H., Lim, Y. M., & Sigala, M. (2022). Marketing and Social Influences, Hospital Branding, and Medical Tourists’ Behavioral Intention?: Before- and After-Service Consumption Perspective. International Journal of Tourism Research, 24(1), 140–157. https://doi.org/10.1002/jtr.2489
Damayanthie, N., Ayubi, D., & Sulistiadi, W. (2024). The Relationship between Service Quality, Satisfaction, and Image on Revisit Intentions in Standard Inpatient Class Patients at Rumah Sakit Umum Pusat Surakarta. International Journal of Research and Review, 11(1), 85–98. https://doi.org/10.52403/ijrr.20240110
Dwijayanti, K. A., Wirajaya, I. W. A., Sukadana, K., & Kusuma, N. Y. (2024). Service Quality Factors that Influence Patient Satisfaction at Buleleng Regional Hospital. Jurnal Ilmiah Manajemen Kesatuan, 12(4), 1179–1190. https://doi.org/10.37641/jimkes.v12i4.2722
Essel, R. (2021). Investigation of the Effect of Service Quality (SQ) on Patient Satisfaction (PS) in Ghana Using the SERVQUAL Model?: The Case of Greater Accra Regional Hospital (GARH). The Journal of Business, Economic and Management Research., 240–260.
Fahrurazi, F. E., Ibrahim, N. H., Mafauzy, N. M., Ismail, W. N. A. W., & Rusli, S. S. M. (2022). Factors Affecting Waiting Time in Outpatient Pharmacy at Hospital Raja Perempuan Zainab II (HRPZ II). Journal of Pharmacy, 2(1), 1–7. https://doi.org/10.31436/jop.v2i1.105
Far, S. S. T., Jahromi, N. P., Al-Zoubi, S. M., Abyad, A., & Asadollahi, A. (2025). Comparison Quality of Care and Welfare Services for Middle-Aged and Older Disabled Individuals in Iran and Lebanon Using SERVQUAL Model. 20(1). https://doi.org/10.24083/apjhm.v20i1.3851
Fika, R., Sari, S. S. R., & Yonrizon, Y. (2023). Science Midwifery Analysis of Waiting Time for Prescription Services at the Outpatient Pharmacy Installation of Hospital X Pariaman City. Science Midwifery, 11(3), 2721–9453.
Ghimire, P., Ghimire, P., & Acharya, M. (2020). SERVQUAL Questionnaire Based Health Service Quality Assessment in a Private Hospital of Western Nepal. Nepal Journal of Medical Sciences, 5(1), 79–85. https://doi.org/10.3126/njms.v5i1.36958
Gilavand, A., & Torabipour, A. (2022). The Quality of Services of Iran University Hospitals Based on SERVQUAL’s Evaluation Model?: A Systematic Review and Meta-Analysis. Frontiers in Public Health, 10(April), 1–10. https://doi.org/10.3389/fpubh.2022.838359
Goula, A., Stamouli, M. A., Alexandridou, M., Vorreakou, L., Galanakis, A., Theodorou, G., Stauropoulos, E., Kelesi, M., & Kaba, E. (2021). Public Hospital Quality Assessment, Evidence from Greek Health Setting Using SERVQUAL Model. International Journal of Environmental Research and Public Health, 18(7). https://doi.org/10.3390/ijerph18073418
Guspianto, G., Mutmainnah, M., & Aurora, W. I. D. (2023). How Can Service Quality, Patient Value, and Patient Satisfaction Increase Hospital Patient Loyalty?. JPPI (Jurnal Penelitian Pendidikan Indonesia), 9(3), 1726. https://doi.org/10.29210/020232917
Hai, P. T., Cuong, N. T., Nguyen, V. C., & Thuong, M. T. (2021). Sustainable Business Development of Private Hospitals in Vietnam?: Determinants of Patient Satisfaction, Patient Loyalty, and Revisit Intention. Problems and Perspectives in Management, 19(4), 63–76. https://doi.org/10.21511/ppm.19(4).2021.06
Hairudin, H., & Oktaria, E. T. (2023). The Influence of Service Quality and Facilities on Satisfaction and Their Impact on Loyalty at Natar Medika Hospital. 8(2), 121–134.
Han, T., Wei, Q., Wang, R., Cai, Y., Zhu, H., Chen, J., Zhang, Z., & Li, S. (2024). Service Quality and Patient Satisfaction of Internet Hospitals in China?: Cross-Sectional Evaluation with the Service Quality Questionnaire. Journal of Medical Internet Research, 26. https://doi.org/10.2196/55140
Hardido, T. G., Toru, T., Ataro, B. A., & Saol, T. (2023). Evaluating Quality of Contraceptive Counseling Using SERVQUAL Model?: A Cross-Sectional Study in Southern Ethiopia, 2021. Women’s Health, 19. https://doi.org/10.1177/17455057231185407
Hasan, M. M., & Karim, Z. (2023). Patient Expectations and Service Quality Perceptions in Healthcare?: A Study of Hospitals in Bangladesh. Journal of Healthcare in Developing Countries, 3(1), 19–21. https://doi.org/10.26480/jhcdc.01.2023.19.21
Ibrahim, M. S. M., Zulkiple, N., Aris, A. A. M., Musa, M. F. C., Idris, R. I., & Ming, C. J. (2024). Assessing Patient’s Satisfaction on Dental Service Quality Using Modified SERVQUAL Model. Journal of International Dental and Medical Research, 17(4), 1569–1575.
Jegargoosheh, S., Nejhaddadgar, N., & Reisy, L. (2022). Survey of Pregnant Mothers’ Views on the Quality of Prenatal Care Provided Based on SERVQUAL Model in Ardabil Health Centers. Scientific Journal of Nursing, Midwifery and Paramedical Faculty, 7(3), 37–46.
Jonkisz, A., Karniej, P., & Krasowska, D. (2021). SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services?: A Literature Review. International Journal of Environmental Research and Public Health, 18(20). https://doi.org/10.3390/ijerph182010758
Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The SERVQUAL Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries. International Journal of Environmental Research and Public Health, 19(13), 1–15. https://doi.org/10.3390/ijerph19137831
Kalhor, R., Khosravizadeh, O., Kiaei, M. Z., Shahsavari, S., & Badrlo, M. (2021). Role of Service Quality, Trust, and Loyalty in Building Patient-Based Brand Equity?: Modeling for Public Hospitals. International Journal of Healthcare Management, 14(4), 1389–1396.
Kashfi, S. M., Karimian, E., Ravangard, R., Mehralian, G., & Bastani, P. (2022). Service Quality in Outpatient Teaching Hospital Pharmacies Based on the SERVQUAL Model?: An Assessment in the South of Iran. International Journal of Pharmacy Practice, 30(2), 153–159. https://doi.org/10.1093/ijpp/riac004
Kassa, D. G., Xiang, C., Hu, S., Hayat, K., Andegiorgish, A. K., Fang, Y., & Yang, C. (2021). Patients’ Perception of the Outpatient Pharmaceutical Service Quality in Hospital Pharmacies with Auditable Pharmaceutical Transactions and Services in Ethiopia?: A Cross-Sectional Study. BMJ Open, 11(5), 1–9. https://doi.org/10.1136/bmjopen-2020-042853
Khoso, A. R., Akhtar, F., Narejo, A. A., Mallah, S. A., Vighio, K., & Sanjrani, D. K. (2022). Comparative Analysis of Service Quality Between Public and Private Hospitals, Using SERVQUAL Model?: A Case Study of Peshawar, Pakistan. MEDFARM: Jurnal Farmasi Dan Kesehatan, 11(2), 240–252. https://doi.org/10.48191/medfarm.v11i2.102
Komijan, A. R., Yazdi, A. K., Tan, Y., Ocampo, L., & Nasrollahpourniazi, F. (2024). Spherical Fuzzy Multicriteria Decision Making for Evaluating Healthcare Service Quality of Hospitals During the Global Pandemic. International Journal of Computational Intelligence Systems, 17(1). https://doi.org/10.1007/s44196-024-00487-8
Librianto, M. F., Dewanto, I., & Rosa, E. M. (2022). BPJS Patient’s Perception of Service Quality at the Outpatient Department of Panembahan Senopati Bantul Public Hospital. Jurnal Aisyah?: Jurnal Ilmu Kesehatan, 7(2), 503–510. https://doi.org/10.30604/jika.v7i2.960
Mehrabian, F., Gilani, M. H. N., & Almaee, A. (2021). Patient Satisfaction with the Quality of Health Services Provided by Public Hospitals in Rasht, Iran. Journal of Holistic Nursing and Midwifery, 31(1), 17–25. https://doi.org/10.32598/jhnm.31.1.2022
Meng, G., McAiney, C., McKillop, I., Perlman, C. M., Tsao, S. F., & Chen, H. (2024). Factors that Influence Patient Satisfaction with the Service Quality of Home-Based Teleconsultation During the COVID-19 Pandemic?: Cross-Sectional Survey Study. JMIR Cardio, 8(1). https://doi.org/10.2196/51439
Mohamed, H., Issa, M., & Zaidin, N. (2024). Factor Influence of High-Quality Service Delivery and Switching Costs on Patient Satisfaction and Loyalty in Libyan Private Hospitals. 14(12), 1347–1360. https://doi.org/10.6007/IJARBSS/v14-i12/24091
Mosadeghrad, A. (2019). A Conceptual Framework for Quality of Care. Materia Socio Medica, 24(4), 251. https://doi.org/10.5455/msm.2012.24.251-261
Ng Cheng San, A. (2022). Service Quality and Patient Satisfaction in Lean Hospitals, Malaysia During the COVID-19 Pandemic. Malaysian Journal of Social Sciences and Humanities (MJSSH), 7(5), e001501. https://doi.org/10.47405/mjssh.v7i5.1501
Nguyen, N. M., & Duong, T. T. L. (2021). The Relationship Between Hospital Service Quality and Customer Satisfaction?: An Empirical Study from Vietnam. Journal of Asian Finance, 8(12), 553–0561. https://doi.org/10.13106/jafeb.2021.vol8.no12.0553
Oliver, R. L. (1980). A Cognitive Model of the Antecedents And Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL : A Multiple Item Scale for Measuring Service Quality. Journal of Retailing, 64(1), 3-31.
Rahim, A., Ibrahim, M., Musa, K., Chua, S., & Yaacob, N. (2021). Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook. Healthcare, 9(10), 1–18.
Rahimi, P., Miri, F., Hajizadeh, A., Anbari, A., Tabrizi, J. S., & Kakemam, E. (2025). Gap Analysis of Maternity Service Quality and Associated Factors at a Maternity Hospital in Northwest Iran?: A Cross-Sectional Survey Using SERVQUAL and HEALTHQUAL Questionnaires. BMC Pregnancy and Childbirth, 25(1), 65. https://doi.org/10.1186/s12884-025-07179-x
Ratnawati, A., Cokrohadisumarto, W. bin M., & Kholis, N. (2020). Improving the Satisfaction and Loyalty of BPJS Healthcare in Indonesia?: A Sharia Perspective. Journal of Islamic Marketing, 12(7), 1316–1338. https://doi.org/10.1108/JIMA-01-2020-0005
Riaz, A., & Sughra, U. (2021). Measurement of Service Quality Gaps in Dental Services Using SERVQUAL in Public Hospitals of Rawalpindi. Pakistan Journal of Medical Sciences, 37(3), 751–756. https://doi.org/10.12669/pjms.37.3.3436
Saini, B., & Sharma, K. C. (2019). Application of Queuing Theory for Improved Efficiency in Healthcare Systems. 9(11), 118–125.
Sajadi, F. S., Farokhgisvar, E., Khosravi, S., Khosravi, S., & Asadipour, E. (2023). The Evaluation of Dentistry Services According to the SERVQUAL Approach in the Dentistry School of Kerman Medical Sciences University. Journal of Oral Health and Oral Epidemiology, 12(4), 176–182. https://doi.org/10.34172/johoe.2023.30
Sharka, R., Sedayo, L., Morad, M., & Abuljadayel, J. (2024). Measuring the Impact of Dental Service Quality on Revisit Intention Using an Extended SERVQUAL Model. Frontiers in Oral Health, 5(April), 1–10. https://doi.org/10.3389/froh.2024.1362659
Shie, A. J., Huang, Y. F., Li, G. Y., Lyu, W. Y., Yang, M., Dai, Y. Y., Su, Z. H., & Wu, Y. J. (2022). Exploring the Relationship Between Hospital Service Quality, Patient Trust, and Loyalty from a Service Encounter Perspective in Elderly with Chronic Diseases. Frontiers in Public Health, 10(May). https://doi.org/10.3389/fpubh.2022.876266
Sindhya, R., & Jayanthi, V. E. (2021). Analysis of Patients’ Expectation in Hospitals Using SERVQUAL Approach. 25(3), 1607–1614.
Singh, D., & Aggarwal, R. K. (2021). Service Quality Components and Inpatients Satisfaction at District Hospitals in Haryana?: An Empirical Analysis. Journal of Health Management, 23(4), 770–785. https://doi.org/10.1177/09720634211050471
Sirait, R. A., & Simatupang, S. I. (2022). Relationship of Health Service Quality with BPJS Patient Satisfaction in the Outpatient Unit Lubuk Pakam Grandmed Hospital. Jurnal Kebidanan Kestra (Jkk), 4(2), 157–162. https://doi.org/10.35451/jkk.v4i2.1079
Sukawati, T. G. R. (2021). Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(2), 119–127. https://doi.org/10.18196/jmmr.v10i2.12230
Syah, T. Y. R., & Wijoyo, C. K. (2021). Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(1), LAYOUTING. https://doi.org/10.18196/jmmr.v10i1.10141
Taufiq, M., Samsualam, & Andi, S. B. (2022). The Effect of Service Quality on Satisfaction and Confidence of Inpatients at the Andi Makkasar Regional General Hospital Parepare. Journal of Muslim Community Health (JMCH) 2022, 3(1), 83–92. https://doi.org/10.52103/jmch.v3i1.671
Tessema, D. H., Nuhu, J. A., Obeng, H. A., & Assefa, H. K. (2024). The Relationship Between Total Quality Management, Patient Satisfaction, Service Quality, and Trust in the Healthcare Sector?: The Case of Ethiopian Public Hospitals. Uluslararas? Anadolu Sosyal Bilimler Dergisi, 8(1), 164–176. https://doi.org/10.47525/ulasbid.1402805
Ullah, Z., Khan, M. Z., & Khan, M. A. (2021). Towards Service Quality Measurement Mechanism of Teaching Hospitals. International Journal of Healthcare Management, 14(4), 1435–1440. https://doi.org/10.1080/20479700.2020.1763235
Umoke, M., Umoke, P. C. I., Nwimo, I. O., Nwalieji, C. A., Onwe, R. N., Ifeanyi, N. E., & Olaoluwa, A. S. (2020). Patients’ Satisfaction with Quality of Care in General Hospitals in Ebonyi State, Nigeria, Using SERVQUAL Theory. SAGE Open Medicine, 8. https://doi.org/10.1177/2050312120945129
Upadhyai, R., Upadhyai, N., Jain, A. K., Chopra, G., Roy, H., & Pant, V. (2022). Development and Validation of a Scale for Measuring Hospital Service Quality?: A Dyadic Approach. Journal of Health Research, 36(3), 473–483. https://doi.org/10.1108/JHR-08-2020-0329
Wahyuni, S., Nurlaila, N., & Daulay, A. N. (2024). Effect of Patient-Centered Care on Patient Satisfaction and Quality of Care. Journal of Nursing Care Quality, 23(4), 316–321. https://doi.org/10.1097/01.NCQ.0000336672.02725.a5
Yarimoglu, E., & Ataman, G. (2022). How Service Quality in Hospitals Varies Based on Hospital Ownership and Demographics?: A Study on Turkish Patients Living Urban Areas. Total Quality Management and Business Excellence, 33(7–8), 777–793. https://doi.org/10.1080/14783363.2021.1890576
Zam, S. Z., Nongkeng, H., Mulat, T. C., Ardian, P., R., Yusriadi, Y., Nasirin, C., & Kurniawan, R. (2021). The Influence of Organizational Culture and Work Environment on Improving Service Quality through Infection Prevention at Regional General Hospitals. Proceedings of the International Conference on Industrial Engineering and Operations Management, 7248–7254. https://doi.org/10.46254/an11.20211267
Zarei, E., Bagheri, A., Daneshkohan, A., & Khodakarim, S. (2020). Patients’ Views on Service Quality in Selected Iranian Hospitals?: An Importance-Performance Analysis. Shiraz E Medical Journal, 21(8), 1–7. https://doi.org/10.5812/semj.97938
Zehir, S., & Zehir, C. (2023). Effects of Total Quality Management Practices on Financial and Operational Performance of Hospitals. Sustainability (Switzerland), 15(21). https://doi.org/10.3390/su152115430
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World?: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13(March), 1–9. https://doi.org/10.3389/fpsyg.2022.842141
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Adriel Fauzana, Akbar Adhi Utama
This work is licensed under a Creative Commons Attribution 4.0 International License.
______________________________________________________________________________________________
Journal of Research in Social Science And Humanities
Published by Utan Kayu Publishing
Email: jurnal.jrssh@gmail.com