LINEARITY OF SERVICE QUALITY AND PUBLIC SATISFACTION IN GOVERNMENT HOSPITALS
DOI:
https://doi.org/10.46799/ijssr.v4i9.878Keywords:
service, service quality, community satisfactionAbstract
This study aims to analyze the relationship between service quality and community satisfaction in the outpatient installation of Kuningan Hospital. The research was carried out in May 2024 using a narrative descriptive method. Data collection was conducted using interviews, observations, and documentation. The results of the research show that there is a significant difference in perceptions related to the quality of health services. The quality of administrative services was considered very satisfactory by most of the informants. The tangible dimension of the installation was considered satisfactory. In the responsiveness dimension, it was found that officers showed a high level of professionalism and responsiveness in providing the needed help and information. The assurance dimension showed that informants appreciated accurate information and professionalism of officers. The findings of the study could inform strategies to enhance service delivery and meet the public's expectations more effectively.
References
Allen, J. M., & Sawhney, R. (2018). Administration and Management in Criminal Justice: A Service Quality Approach. SAGE Publications. https://books.google.co.id/books?id=b35ZDwAAQBAJ
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
Azwar, A. H. (1996). Menjaga Mutu Pelayanan Kesehatan. Pustaka Sinar Harapan.
Berman, E. M., Bowman, J. S., West, J. P., & Van Wart, M. R. (2021). Human Resource Management in Public Service: Paradoxes, Processes, and Problems. SAGE Publications. https://books.google.co.id/books?id=WSs0EAAAQBAJ
Bourguignon, F., & Wangwe, S. M. (2023). State and Business in Tanzania’s Development: The Institutional Diagnostic Project. Cambridge University Press. https://books.google.co.id/books?id=tiv_EAAAQBAJ
DiIulio, J. J. (2011). Deregulating the Public Service: Can Government be Improved? Rowman & Littlefield Publishers. https://books.google.co.id/books?id=r7jqMdKDr8gC
Freddy, H. T. R., Achmad, W., & Nasution, M. S. (2022). The Effectivity Of Public Services Based On Smart Goverment In Bukit Raya Distric Pekanbaru City. Journal of Governance, 7(1). https://doi.org/10.31506/jog.v7i1.14557
Giroth, N. K., Mandagi, M., & Bogar, W. (2022). Public Service Performance of Civil Servants (PNS) at South Tondano District Office in Minahasa Regency. Journal of Social Science, 3(1). https://doi.org/10.46799/jss.v3i1.286
Hakim, A. (2021). Analysis of Effectiveness of Public Services in Rawalumbu District Bekasi City. The Social Perspective Journal, 1(1). https://doi.org/10.53947/tspj.v1i1.68
Huynh, T., & Sheikh, M. M. R. (2024). The influences of psychosocial work environment on the turnovers of civil service cadre officers in rural Bangladesh: an empirical study. International Journal of Public Sector Management, 37(1). https://doi.org/10.1108/IJPSM-03-2023-0067
Kotler, P. (2008). Marketing management (Manajemen marketing) (12th ed., Vol. 2). Indeks.
Lapuente, V., & Van de Walle, S. (2020). The effects of new public management on the quality of public services. Governance, 33(3). https://doi.org/10.1111/gove.12502
Mosadeghrad, A. M., & Ghazanfari, F. (2021). Developing a hospital accreditation model: a Delphi study. BMC Health Services Research, 21(1). https://doi.org/10.1186/s12913-021-06904-4
Nasirin, C., & Lionardo, A. (2020). Effective implementation of marketing management of hospital pharmacy: A study on the impact of hospital service quality improvement in enhancing the of patients’ satisfaction and loyalty. Systematic Reviews in Pharmacy, 11(5). https://doi.org/10.31838/srp.2020.5.101
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Shan, L., Li, Y., Ding, D., Wu, Q., Liu, C., Jiao, M., Hao, Y., Han, Y., Gao, L., Hao, J., Wang, L., Xu, W., & Ren, J. (2016). Patient satisfaction with hospital inpatient care: Effects of trust, medical insurance and perceived quality of care. PLoS ONE, 11(10). https://doi.org/10.1371/journal.pone.0164366
Sønderskov, M., & Rønning, R. (2021). Public service logic: An appropriate recipe for improving serviceness in the public sector? Administrative Sciences, 11(3). https://doi.org/10.3390/admsci11030064
Vogus, T. J., & McClelland, L. E. (2016). When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings. Human Resource Management Review, 26(1). https://doi.org/10.1016/j.hrmr.2015.09.005
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Andhini Indah Susanti, Fina Ikawati, Meylina Husniati, Iis Aisah, Mukarto Siswoyo, Siti Khumayah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.