THE GOVERNMENT REFORM ON HEALTHCARE FACILITIES FROM THE STANDPOINT OF SERVICE QUALITY PERFORMANCE

Year 2020, , 16 - 31, 30.06.2020

Bambang Subiyakto Sebastian Kot

https://doi.org/10.34109/ijefs.202012102

Cited By: 9

Abstract

The Indonesian government reforms in healthcare shift the management philosophy of healthcare from sellers’ market to consumers’ demand that providing high-quality service and achieving a patient’s satisfaction become critical issues. Currently, service quality performance (SERVPERF) has been gaining popularity for measuring patient satisfaction instead of the classic SERVQUAL due to the critics that one cannot examine customer expectations, but only the level of quality of the received and realised service. The main objective of this research is to examine the effect of the service quality on the entire satisfaction of outpatients toward radiology facilities in public hospitals of South Kalimantan province, Indonesia. The primary data consisted of 360 outpatients serving as respondents and the relationship among constructs are analysed using partial least square (PLS). The developed model was validated by identifying service quality performance of the respective healthcare and rating the domain demanding the executive endeavour to improve. The results denoted that the dimensions of SERVPERF are accurate in the south east Asian country of Indonesia. Reliability, tangibility, assurance, empathy and responsiveness were rated as preferences, respectively. Since the highest form of satisfaction is displayed in the form of patients’ loyalty, the scheme of applying service quality betterment to preserve patient trustworthiness then relies on the degree of patient contentment. This phenomenon suggests that the assessment of patient preferences would embrace the standing point of patients’ satisfaction with healthcare providers.

Keywords

Patient satisfaction, Service Quality Performance (SERVPERF), Radiology healthcare facilities

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