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

Yıl 2020, , 16 - 31, 30.06.2020

Bambang Subiyakto Sebastian Kot

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

Cited By: 9

Öz

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.

Anahtar Kelimeler

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

Kaynakça

• Abbas, E. W., Hadi, S., & Rajiani, I., (2018). The prospective innovator in public hospital by scrutinizing particular personality traits. Polish Journal of Management Studies, 18(1), 9-19.
• Akdere, M., Top, M., & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 1-11.
• Arsawan, I. W. E., Rajiani, I., & Suryantini, S. P. (2018). Investigating knowledge transfer mechanism in five star hotels. Polish Journal of Management Studies, 18(2), 22-32.
• Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E. (2013). Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry. Services Marketing Quarterly, 34(2), 115-125.
• Arifah, A. R., Mustafa, A. D., & Juni, M. H. (2018). Healthcare market in Southeast Asia region: structure and competition. International Journal of Public Health and Clinical Sciences, 5(5), 1-15.
• Boyle, M., & Plummer, V., 2017. Healthcare workforce in Indonesia. Asia Pacific Journal of Health Management, 12(3), 32.
• Cao Y., & Kim K. (2015) How do customers perceive service quality in differently structured fast food restaurants? Journal of Hospital Marketing Management, 24(1),99-117.
• Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction, and behavioural intentions in relation to customer loyalty: the case of Kinmen’s bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287.
• Dumitrescu L, Cetină I., Pentescu A., Bilan Y. (2014). Directly estimating the private healthcare services demand in Romania, Journal of International Studies, 7(3), 55-69.
• Flessa, S., & Meissner, K. (2019). Sustainability of health systems research – a conceptional framework based on two projects. Economics and Sociology, 12(3), 220- 235.
• Gadowska, D., Różycka, A. (2016). Innovations, R&D and knowledge transfer in the healthcare sector. Forum Scientiae Oeconomia, 4(3), 27-54.
• Handayani, P. W., Hidayanto, A. N., Sandhyaduhita, P. I., & Ayuningtyas, D. (2015). Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications, 42(6), 3067-3078.
• Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
• Kiran, K., & Diljit, S., (2017). Antecedents of customer loyalty: Does service quality suffice? Malaysian Journal of Library & Information Science, 16(2), 95-113.
• Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318-325.
• Lee, H., Lee, Y., & Yoo, D., (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
• Le, P. T., & Gerald, F., (2015). A study on patient satisfaction at Khanh Hoa Provincial general hospital. Asia Pacific Journal of Health Management, 10(3), GS17.
• Mahmood, O. K., Kareem, J. A. H., Rashid, W. N., & Abdulla, D. F. (2017). Facility layout Design and its impact on the Healthcare Service Quality in Teaching Hospital and Pediatric Teaching Hospital in Sulaymaniyah city. International Review of Management and Marketing, 7(2), 174-179.
• Nitzl, C., & Chin, W. W. (2017). The case of partial least squares (PLS) path modeling in managerial accounting research. Journal of Management Control, 28(2), 137-156.
• Ormond, M., & Sulianti, D. (2017). More than medical tourism: lessons from Indonesia and Malaysia on South–South intra-regional medical travel. Current Issues in Tourism, 20(1), 94-110.
• Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
• Popovic, O. B., Nikic, V., Bulatovic, I., & Delibasic, M. (2018). Modeling perceived quality, customer satisfaction and probability of guest returning to the destination. Montenegrin Journal of Economics, 14(1), 69-78.
• Rajiani, I., & Ismail, N. (2019). Management innovation in balancing technology innovation to harness universities performance in the era of community 4.0. Polish Journal of Management Studies, 19 (1),309-321.
• Rajiani, I., Bačík, R., Fedorko, R., Rigelský, M. and Szczepańska-Woszczyna, K., (2018). The alternative model for quality evaluation of health care facilities based on outputs of management processes. Polish Journal of Management Studies, 17(1),194-208
• Rajiani, I., & Kot, S. (2018). The prospective consumers of the Indonesian green aviation initiative for sustainable development in air transportation. Sustainability, 10(6), 1-16.
• Shafiq, M., Naeem, M. A., Munawar, Z., & Fatima, I. (2017). Service quality assessment of hospitals in Asian context: An empirical evidence from Pakistan. Inquiry: The Journal of Health Care Organization, Provision, and Financing, 54, 1-12.
• Stefko, R., Jencova, S., Litavcova, E., Vasanicova, P. (2017). Management and funding of the healthcare system. Polish Journal of Management Studies, 16(2), 266-277
• Sumaedi, S., Yuda Bakti, I. G. M., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB) A new public healthcare patient satisfaction index. International Journal of Productivity and Performance Management, 65(1), 25-41.
• Supriyana, Susanto, E., Irmawati, S., Bernadus, R., Gunawan, A., T., Rajiani, I. (2019). Evaluation of the health policy implementation of Indonesian social insurance administration organization in primary health care facilities. Indian Journal of Public Health Research & Development, 10(1), 581-584.
• Swain, S. (2019). Do patients really perceive better quality of service in private hospitals than public hospitals in India? Benchmarking: An International Journal, 26(2), 590-613.
• Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management, 21(1), 102-127.
• Yuswanto, T. J. A., Ernawati, N., & Rajiani, I. (2018). The effectiveness of clinical supervision model based on proctor theory and interpersonal relationship cycle (PIR-C) toward nurses’ performance in improving the quality of nursing care documentation. Indian Journal of Public Health Research & Development, 9(10), 561-566.