DEVELOPING HEALTHCARE SERVICE QUALITY MODEL USING SERVPERF SCALE: AN APPLICATION TO THE INPATIENT DEPARTMENT AT RSIA SENTOSA

• Main Author: Felicia Rumintjap, Astrid
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72305
• Institution: Institut Teknologi Bandung

Problem: With recent investment opportunities in the hospital industry and ever-increasing numbers of private hospitals each year; there is a need for a model on healthcare service quality, applied and tested on the Indonesian market through hospitals, aiming to pin-point areas of service quality shortages. Hence, an empirical study was conducted in private hospital RSIA Sentosa located in the Bogor regency, West Java. For years, the hospital struggled to reach an efficient level of Bed Occupancy Ratio (BOR), thus in order to identify any service underperformances and improve, this study will be assessing their service quality and identify notable factors of service quality within the inpatient department. Objective: This study aims to formulate and empirically investigate a hospital service quality model that covers the important factors patients use in evaluating healthcare at the inpatient department in RSIA Sentosa. It also aims to provide a valid and reliable scale which hospital managers, from equal level of healthcare facility, may reference. Methodology: Firstly, for the qualitative approach, a preliminary questionnaire was constructed from previous literatures, further refined through pilot study, and reviewed by the hospital’s managers, which developed the instrument and final modification were done on the questionnaire format preparing it for the next phase of quantitative data collection. The study then adopted a purposive sampling method to collect responses from 117 inpatients through a self administered questionnaire, then processed through exploratory factor analysis to extract essential factors. Multiple regression and correlation tests were also executed to determine relationships between variables of the study. Findings: The result of factor analysis led to the formation of a hospital service quality model for inpatient department that involved 4 main factors translated into; Care Delivery Management, Personnel Performance Characteristics, Doctor-Patient Communication, and Hospital Resources & Infrastructure. The new model also proved to positively impact patient’s overall assessment as whole. Positive relationships were also found between patient’s overall satisfaction with value for money, return intention and recommendation behavior.