Service Quality in Practice: A Comprehensive Assessment of SERVQUAL Dimensions and Internal Competence at Sultan Agung Islamic Hospital Banjarbaru

Service Quality in Practice: A Comprehensive Assessment of SERVQUAL Dimensions and Internal Competence at Sultan Agung Islamic Hospital Banjarbaru

Ricky Fitriadiansyah, Nuril Huda, RR Yulianti Prihatiningrum, Arief Budiman, Laila Refiana Said

Service Quality in Practice: A Comprehensive Assessment of SERVQUAL Dimensions and Internal Competence at Sultan Agung Islamic Hospital Banjarbaru

Patient satisfaction has emerged as a critical indicator for evaluating hospital service performance, particularly in the inpatient care setting, which is characterized by intensive, personalized, and prolonged interactions. Previous research has extensively examined the relationship between service quality and patient satisfaction using the SERVQUAL model, which encompasses five primary dimensions: reliability, responsiveness, assurance, empathy, and tangibles. However, the majority of these studies tend to emphasize patient perceptions while neglecting the strategic role of internal organizational competencies such as employee training. This research addresses this gap by exploring the contribution of training programs to patients' perceptions of service quality. This study adopts a quantitative approach using a survey design, involving 160 inpatients at Sultan Agung Islamic Hospital Banjarbaru. Data were collected through a closed-ended questionnaire based on a Likert scale and analyzed using Structural Equation Modeling (SEM), reinforced by Spearman correlation tests and Importance-Performance Analysis (IPA). The results indicate that all dimensions of service quality significantly influence patient satisfaction. Among these, responsiveness emerged as the most influential factor, followed by empathy and assurance. Although employee training also demonstrated a statistically significant impact, its influence was relatively moderate. This suggests that training outcomes must be internalized into consistent and standardized service behavior to yield tangible benefits. The findings highlight the need for hospitals to focus not only on service outputs but also on cultivating an organizational learning system that prioritizes patient-centered experiences.

2025/06/15

https://insyma.org/proceedings/files/articles/Ricky Fitriadiansyah.pdf

https://insyma.org/proceedings/items/show/394

Service Quality, Patient Satisfaction, SERVQUAL, Healthcare Service Management

510

514

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

22

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Ricky Fitriadiansyah

Nuril Huda

RR Yulianti Prihatiningrum

Arief Budiman

Laila Refiana Said

83

Ricky Fitriadiansyah, Nuril Huda, RR Yulianti Prihatiningrum, Arief Budiman, Laila Refiana Said