Investigating the impact of service quality towards patient
In a tight and competitive health care industry nowadays, so many hospitals especially for-profit oriented type of hospitals continue to push them in upgrading medical care quality to attain organizational success. More so, the phenomena of most middle lower- class patient migrating to UHC (Universal health coverage) served hospital and the trends of upper-class patient seeking treatment overseas create great reduction of market share to most non- UHC served private hospital. This put interest for the authors to investigate the relationship between the theory of service quality and patient satisfaction in one of the private hospitals in Jakarta (XYZ hospital). The objectives for this research are to find out the overall impact of service quality construct (dimensions) towards patient satisfaction (H6) and find out which of the service quality dimensions are antecedents for patient satisfaction (H1) to (H5). This research is a combination of descriptive, quantitative and confirmatory research. In order to find the result, this research will use quantitative method of reliability analysis, validity, classical assumption test and hypothesis testing. Results reveal that, even though XYZ hospital service quality creates significant impact towards overall satisfaction, it is still found that Responsiveness and Empathy dimensions shows very weak impact towards patient satisfaction. This signifies that those dimensions may results great dissatisfaction that leads patient still not confident with XYZ hospital healthcare quality. The Authors suggest the hospital to conduct new management approach for operation in delivering service, such as applying systematic queue management system.
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