scholarly journals Improvement Priorities: Public Hospital Service Quality

2018 ◽  
Vol 248 ◽  
pp. 03007
Author(s):  
M. Dachyar ◽  
Farizal ◽  
Alicia Ti
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Public Hospital ◽  
Public Hospitals ◽  
Hospital Services ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Expectation Gap ◽  
Patient’S Perception ◽  
Hierarchy Process

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.

Evaluating and prioritizing hospital service quality

2019 ◽  
Vol 32 (2) ◽  
pp. 332-346 ◽  
Author(s):  
Ahmad Torkzad ◽  
Mohammad Ali Beheshtinia
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Hybrid Methods ◽  
Public Hospitals ◽  
Digital Logic ◽  
Ideal Solution ◽  
Hospital Service ◽  
Content Type ◽  
Copeland Method ◽  
Hierarchy Process

Purpose Hospital evaluations create competition between healthcare providers. In this study, a multi criteria decision-making (MCDM) method is used to evaluate criteria that affect hospital service quality. The paper aims to discuss these issues. Design/methodology/approach Criteria affecting hospital service quality are identified. Four Iranian public hospitals are evaluated using these criteria. Four hybrid methods, including modified digital logic–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–elimination and choice expressing reality and modified digital logic–elimination and choice expressing reality are used to evaluate hospital service quality. Results are aggregated using the Copeland method and final ranks are determined. Findings The four main criteria for evaluating hospital service quality are: environment; responsiveness; equipment and facilities; and professional capability. Results suggest that professional capability is the most important criterion. The Copeland method, used to integrate four MCDM hybrid methods, provides the final hospital ranks. Practical implications The criteria the authors identified and their weight help hospital managers to achieve comprehensive organizational growth and more efficient resource usage. Moreover, the decision matrix helps managers to identify their strengths and weaknesses. Originality/value New and comprehensive criteria are proposed for hospital quality assessments. Moreover, a new hybrid MCDM approach is used to achieve final hospital rankings.

scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIA.

2018 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIAhip

2021 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals PENILAIAN KEPUASAN PELANGGAN TERHADAP KUALITAS LAYANAN X DENGAN METODE SERVQUAL DAN ANALYTICAL HIERARCHY PROCESS (AHP)

2020 ◽  
Vol 2 (3) ◽  
pp. 202-208
Author(s):  
Amanda Eka Ratna Putri ◽  
Wahyudi Harianto ◽  
Abdul Aziz
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Hierarchy Process

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas layanan serta memberikan urutan usulan perbaikan kualitas layanan X untuk memenuhi kualitas layanan X. Metode yang digunakan pada penelitian ini yaitu servqual (service quality) dan analytical hierarchy process (AHP). Dari hasil penelitian ini diketahui tingkat kepuasan pelanggan terhadap kualitas layanan X sudah puas dimata pelanggan dilihat dari nilai kepuasan pelanggan sebesar 4,025 artinya pelanggan sudah puas dengan pelayanan saat ini. Namun, masih terdapat kesenjangan sebesar -0,046. Atribut yang diusulkan untuk prioritas perbaikan yaitu terdapat pada atribut X2.1, X1.1, X4.3, X3.2, X3.1, X5.3 dan X5.2. Berdasarkan penilaian, 7 atribut tersebut memiliki nilai servqual terbobot lebih kecil dari nilai rata – rata servqual terbobot yaitu -0,0054.

scholarly journals Patients’ satisfaction of health service quality in public hospitals: A PubHosQual analysis

2020 ◽  
pp. 1803-1812 ◽  
Author(s):  
Reham Zuhier Qasim Almomani ◽  
Ruba Risheed Al-Ghdabi ◽  
Khaled Mohammad Banyhamdan
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Public Hospitals ◽  
Patients Satisfaction ◽  
Health Service Quality
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