Abstract
This study aims to identify and analyse strategic service quality as perception-minus-expectationfrom 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 language | English |
|---|---|
| Title of host publication | Hospital Management and Emergency Medicine |
| Subtitle of host publication | Breakthroughs in Research and Practice |
| Publisher | IGI Global |
| Pages | 550-566 |
| Number of pages | 17 |
| ISBN (Electronic) | 9781799824527 |
| ISBN (Print) | 9781799824510 |
| DOIs | |
| Publication status | Published - 7 Feb 2020 |