Hospital service quality from patients perspective: A case of Indonesia

Research output: Contribution to journalReview articlepeer-review

4 Citations (Scopus)


This study aims to identify and analyse strategic service quality as perception-minus-expectation from patient perspective using SERVQUAL-based Handayani et al.'s framework. The result from 297 respondents shows that the criteria gaps are given as follows in descending order from the biggest gap: (1) responsiveness, (2) assurance, (3) professionalism, (4) reliability, (5) empathy and (6) tangible. Apparently, the gap for each criterion transpires to be significantly different which straightforwardly indicates the quality of the service delivered by hospitals for each criterion is still below respondents' expectations. Recommendation towards hospitals is proposed from technological point of view in forms of IT support in order to significantly improve the process as the dimension of the responsiveness criterion. Nonetheless, suggestion towards the Ministry of Health as the policy maker is also addressed that urges the establishment of policy and its implementation concerning IT support for accelerating hospitals automation.

Original languageEnglish
Pages (from-to)48-61
Number of pages14
JournalInternational Journal of E-Health and Medical Communications
Issue number4
Publication statusPublished - 1 Oct 2016


  • Expectation
  • Healthcare
  • Hospital Service Quality
  • Patient
  • Perception
  • Service Quality


Dive into the research topics of 'Hospital service quality from patients perspective: A case of Indonesia'. Together they form a unique fingerprint.

Cite this