Using SERVQUAL Model to Assess Hospital Information System Service Quality

Jebraeily, Mohamad; Rahimi, Bahlol; Fazlollahi, Zahra Zare; Afshar, Hadi Lotfnezhad

doi:10.5812/hmj.86977

Cited by 12 publications

(9 citation statements)

References 26 publications

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“…Liao et al [4] used the application of TAM to examine students' behavioral intentions in technology colleges and use a web-based accomplishment appraisal system as an instrument to assess their engineering abilities in producing electronic book. Another method used by Jebraeily et al [5] is SERVQUAL. SERVQUAL uses five dimensions (tangibles, reliability, responsiveness, assurance, and empathy) to evaluate the hospital information system.…”

Section: Introductionmentioning

confidence: 99%

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Wijaya

Triandini

Kabnani

et al. 2021

regist. j. ilm. teknol. sist. inf.

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The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management.

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Section: Introductionmentioning

confidence: 99%

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Wijaya

Triandini

Kabnani

et al. 2021

regist. j. ilm. teknol. sist. inf.

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“…As a valid, reliable and flexible instrument measuring service quality, 13 the SERVQUAL questionnaire has been widely applied to measure performance in the service industries, including medical services at hospitals. 14 15 SERVQUAL includes five dimensions of service 16 17 : (1) tangibility: physical facilities, equipment and appearance of personnel; (2) reliability: ability to perform the promised service with reliability and accuracy; (3) responsiveness: willingness to help customers and provide prompt service; (4) assurance: knowledge and courtesy of employees and their ability to inspire trust and confidence; (5) empathy: caring, individualised attention provided to customers.…”

Section: Methodsmentioning

confidence: 99%

Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in Ethiopia: a cross-sectional study

Kassa

Cheng

et al. 2021

BMJ Open

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ObjectiveTo ensure the availability of quality pharmaceutical products and effective pharmaceutical services, a package of interventions named auditable pharmaceutical transactions and services (APTS), was implemented in the tertiary and secondary hospitals across Ethiopia since 2014. This study aimed to evaluate outpatients’ perception of pharmaceutical service quality in hospitals with APTS in Ethiopia.DesignCross-sectional study.SettingSeven hospitals of Tigray, Ethiopia.Participants794 patients coming for pharmaceutical services.Main outcome measuresSERVQUAL instrument was employed to collect the patient’s perception of pharmaceutical services. The mean perception score of pharmaceutical service quality was the main outcome measurement.ResultsOut of 810 patients approached, 794 participated in the study (response rate of 98.02%). Overall, the mean perception score of the service quality was 3.1 of 5. Among the five dimensions of SERVQUAL, dimension of empathy achieved the highest result with a mean score of 3.71, and tangibility was the second (3.19), followed by responsiveness (3.08), assurance (2.87) and reliability (2.81). The perception of patients in tertiary hospitals of service quality was more positive compared with patients in secondary hospitals (3.265>3.011, p=0.04). However, the difference was only significant in the dimension of assurance when considering the five dimensions separately. Respondents who were older, widowed, illiterate, farmer, retired or Orthodox were found to have better quality service experience compared with others (p=0.001).ConclusionGenerally, outpatients’ perception of pharmaceutical service quality was positive. However, two dimensions of the service quality (assurance and reliability) were negatively perceived. To improve the service quality, we recommended the following: (1) managers should provide more training for pharmacists to strengthen their professional knowledge and encourage them to cooperate with other professionals; (2) the government needs to develop guidelines on information provided to patients and train the pharmacists to follow them; (3) hospitals can apply various procurement methods and efficient inventory management methods.

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“…Telah ada beberapa penelitian terdahulu yang telah dilakukan terkait dengan pengukuran kualitas sistem informasi pada satu istitusi, diantaranya oleh Mohamad Jebraeily [11], Yohan Wismantoro [12], Wahyudi [13], Utama [14], Paramita [15], Rahayu [16], Ekasari [17] [18]. Dari penelitian yang sudah dilakukan sebelumnya, ditemukan celah penelitian yang masuk kedalam jenis Practical-Knowledge Gap, dimana adanya perbedaan kemampuan dari objek penelitian.…”

Section: Pendahuluanunclassified

“…Dari penelitian ini ditemukan gap yang menyatakan bahwa kualitas layanan belum baik, hasil ini sama dengan beberapa penelitian-penelitian sebelumnya yang menjadi referensi. Namun nilai rata-rata gap = 0.68 pada penelitian ini bila dibandingkan dengan penelitian W. Utama [14] yang rata-rata gap= 1.166, maka nilai gap pada penelitian ini lebih kecil, demikian juga bila dibandingkan dengan penelitian M. Jebraeily [11] yang nilai gap=1.2. Namun jika dibandingkan dengan penelitian N. Luh [18] didapatkan gap=0.02, maka gap dari penelitian ini lebih besar.…”

Section: Diskusiunclassified

Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method

2020

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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesuai kriteria. Dalam penelitian ini teknik sampling yang digunakan yaitu Nonprobability sampling dengan teknik purposive sampling dengan kriteria yang ditetapkan adalah mahasiswa aktif, pernah menggunakan Smart Unilak dan pernah berhubungan langsung dengan layanan PDPT Unilak. Hasil uji korelasi memperlihatkan hubungan positif serta signifikan dari 5 (lima) variable bebas, yaitu variabel assurance, tangible, reliability, responsiveness, serta empathy dari Kualitas Layanan Sistem Informasi SMART Unilak. Kontribusi variabel tangibles; reliabilitys; responsivenes; assurance, serta empathy untuk menambah Kualitas Layanan pada PDPT Unilak secara berurutan adalah sebesar 17.90%, 4.60%, 30.76%, 45.92%, -11.13%. Sesuai perhitungan skor Service Quality, maka diperoleh kesenjangan atau Gap untuk masing-masing variabel bebas yiatu tangibl; reliability; responsiveness; assurance; dan empathy yang nilainya secara berurut adalah -0.8, -0.55, -0.69, -0.75, -0.59. Hasil penelitian menunjukkan masih kurang baiknya kualitas dari tangible; reliability; responsiveness; assurance; dan empathy, serta tingkat kepuasan pengguna terhadap Kualitas Layanan Sistem Informasi SMART Unilak pada PDPT Unilak masih kurang puas. Kata kunci: Kualitas Layanan, Smart Unilak, Servqual, Sistem Informasi Abstract The success of a service, seen from the point of view / user perception of the Information System. Users use their perceptions, to assess the overall quality of the information system. The purpose of this study was to determine the effect of Service Quality (servqual) dimensions, namely Tangibles, Reliability, Responsiveness, Assurance and Empathy, on Service Quality related to Student Satisfaction as Unilak SMART Users in Unilak PDPT services. Of the 981 students of Fasilkom, 64 students filled out the questionnaire according to the criteria. In this study, the sampling technique used was nonprobability sampling with purposive sampling technique with the criteria set were active students, had used Smart Unilak and had direct contact with PDPT Unilak services. The results of the correlation test show a positive and significant relationship from 5 (five) independent variables, namely the assurance, tangible, reliability, responsiveness, and empathy variables of the Unilak SMART Information System Service Quality. Contribution of the tangibles variable; reliabilitys; responsivenes; assurance, and empathy to increase Service Quality at PDPT Unilak were 17.90%, 4.60%, 30.76%, 45.92%, -11.13%, respectively. In accordance with the calculation of the Service Quality score, a gap is obtained for each of the independent variables, namely tangibl; reliability; responsiveness; assurance; and empathy whose values are -0.8, -0.55, -0.69, -0.75, -0.59 respectively. The results showed that the quality of the tangible was not good enough; reliability; responsiveness; assurance; and empathy, and the level of user satisfaction with the Unilak SMART Information System Service Quality at PDPT Unilak is still not satisfied. Keywords: Service of Quality, Smart Unilak, Servqual, Information Systems.

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Using SERVQUAL Model to Assess Hospital Information System Service Quality

Abstract: Background: Assessment of hospital information system (HIS) service quality helps to meet the needs of users and a strategy to expand the interaction between HIS developers and the users. SERVQUAL is an extensively used technique to measure the service quality of information systems.

Cited by 12 publications

References 26 publications

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in Ethiopia: a cross-sectional study

Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method

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