Medical staff services quality to patients satisfaction based on SERVQUAL dimensions

Abstract

Hospital service quality was a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process. In the hospital, patients’ satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients’ level of satisfaction and obtained the equation of Y = 0.026 + 0.226X1 + 0.332X2 + 0.1X3 + 0.075X4 + 0.235X5, this explained that patients’ satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%. It could be concluded that patients’ satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.

Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

“…Service quality which is given by medical staff of hospitals emphasizes the actual hospital/clinic service process (Namana & Al-Dori, 2018). Within the hospital, patients' fulfillment might be broadly utilized to decide hospital/clinic service quality (Budiwan, 2016) as past studies investigated that patient loyalty and service quality were influenced by understanding satisfaction creation (Setyawan, Supriyanto, Tunjungsari, Hanifaty, & Lestari, 2019). Quality of healthcare services has been a contention centered around three components: quality of structure (tangibles), quality of process (services given by therapeutic staff) and results (impacts of care arrangement on patients' contentment) (Ferreira & Marques, 2019), as these strike as critical factors which can be useful for distinguishing and improving organization's performance in the era of intense competition (Farooq et al, 2018;Jamaluddin & Ruswanti, 2017).…”

“…Quality of healthcare services has been a contention centered around three components: quality of structure (tangibles), quality of process (services given by therapeutic staff) and results (impacts of care arrangement on patients' contentment) (Ferreira & Marques, 2019), as these strike as critical factors which can be useful for distinguishing and improving organization's performance in the era of intense competition (Farooq et al, 2018;Jamaluddin & Ruswanti, 2017). In principle, making improvements as an extension of more better access to healthcare provision from organizational boundaries is additionally imperative to realize the foremost hoisted benchmarks for quality care (Setyawan et al, 2019). Per work in literature healthcare providers can by leeway achieve high quality of healthcare administrations if they can tune into their patients' needs and count such inside the well-being services provision as healthcare organizations are subsequently, obliged to be more inventive and innovative in engaging clients, by endorsing products, services and administrations that best addresses needs and command patronage by its clients (Asnawi, Awang, Afthanorhan, Mohamad, & Karim, 2019;Kalaja, Myshketa, & Scalera, 2016).…”

“…Intangible dimensions comprise of four sub-sectors which then is categorized into reliability, responsiveness, assurance and empathy. Earlier studies have illustrated that all the service dimensions had to a certain degree a positive connection with patients' satisfaction, with tangibility, reliability and assurance been the foremost indicators of patient's satisfaction and loyalty of the patients to the service (Setyawan et al, 2019). SERVQUAL measurements give a positive understanding to the health teach where they ought to center to provide better service to the patients (Aliman & Mohamad, 2016).…”

Response time, waiting time and service quality in emergency department

“…Hospital service quality was defined as patient judgment concerning overall service excellence in the hospital. It described the gap between patient perceptions and expectations towards the provided health services [1][2]. Perceived service quality had a positive correlation with hospital preferences, reference sources, sex differences, educational attainment, health quality, and wait times in the health services (p>.05) [3].…”

The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals

“…Patient satisfaction for the most part shows up to speak to attitudes towards care or perspectives of care (Batbaatar, Dorjdagva, Luvsannyam, Savino, and Amenta, 2017;Kruse et al, 2017). The exhibit of quality results and patient fulfillment with services rendered them (patients) are presently a need and the essential competitive edge in healthcare arrangement as healthcare benefactors request excellence in care services from care suppliers and measure such excellence against their expectations (Kasiri, Cheng, Sambasivan, Sidin, 2017;Ramli, 2019;Setyawan, Supriyanto, Tunjungsari, Hanifaty, and Lestari, 2019).…”