Public Service Quality in the Regional General Hospital in Pangkalpinang City
Abstract
Quality public services will give the impression of satisfaction and comfort to the people who receive them. This research focuses on patient satisfaction and comfort at Depati Hamzah Hospital, Pangkalpinang City, Sumatra, Indonesia. Patients and their families who received inpatient services became research respondents. In total, 105 participants participated in the survey as respondents to utilize the Windows SPSS 22 application for processing. Five significant service dimensions were the basis for measuring the service quality. The average level of patient satisfaction is 4.38 and the average level of service quality is 3.92 based on the results of importance-performance analysis calculations. This shows that 3.92 < 4.38, the quality of service has provided satisfaction to customers and patients but has not yet reached its best ability. The results of the Cartesian diagram analysis of the influence of service quality on patient satisfaction in quadrant I. The findings show that the gap is caused by the average perception and average expectations of unfavorable factors, namely the tangible, dependability, responsiveness, assurance, and empathy factors. If the gap is negative, it indicates that fewer or dissatisfied customers are using the service. The results of the Cartesian diagram are more visible in quadrant I, which shows that the level of performance is below the level of expectations and additional performance improvements are needed to please customers.
Keywords: public service, public service quality
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