Service Quality, Satisfaction and Trust: a Study of Public Hospitals in Bandung, Indonesia

 
 
 
  • Abstract
  • Keywords
  • References
  • PDF
  • Abstract


    Research on service quality has been performed by researchers on various research objects. In many previous studies, service quality provided by service providers became the factor that affects customer satisfaction and other various research variables. The study was conducted at public hospitals that offer healthcare services with a focus on service quality. The purpose of this study was to analyze the service quality provided by public hospitals, and to test their effect on the satisfaction and trust of patients or attendants. The objects of this research are the public hospitals in Bandung with the patients or attendants as the unit of analysis. Primary data were obtained through the dissemination of questionnaires on patients or attendants to obtain data on their evaluation of service quality of public hospitals, and their satisfaction and trust towards public hospitals. Obtained data was processed using structural equation modeling to confirm causality of related research variable. The results depict the service quality provided by public hospitals in Bandung covering infrastructure, personnel quality, clinical care process, administrative procedures, safety indicators, and social responsibility. Moreover, the results of hypothesis testing show that service quality has an influence on patient satisfaction, and ultimately affects their trust in the hospital.

     

     


  • Keywords


    Service Quality; Satisfaction; Trust; Public Hospital

  • References


      [1] Aliman N, Mohamad W. Linking Service Quality, Patients' Satisfaction and Behavioral Intentions: An investigation on Private Healthcare in Malaysia. Procedia - Social and Behavioral Sciences. 2016;224:141-8

      [2] Kitapci O, Akdoganb C, Dortyo I. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences. 2014;148:161-9.

      [3] Lien C, Wu J, Chen Y, Wang C. Trust Transfer and The Effect of Service Quality on Trust in The Healthcare Industry. Managing Service Quality. 2014;24(4):399-416.

      [4] Susan M, Ratnawati H. Health Care Service Quality of Public Hospitals in Bandung as Part of Public Services. Review of Integrative Business and Economic Research. 2016;6(1):215-23.

      [5] Dwivedi YK, Papazafeiropoulou A, Brinkman W, Lal B. Examining The Influence of Service Quality and Secondary Influence on The Behavioural Intention to Change Internet Service Provider. Inf Syst Front. 2010;12:207-17.

      [6] Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. 1988;64(1):12-40.

      [7] Chang T-Z, Chen S. Market Orientation, Service Quality and Business Profitability: A Conceptual Model and Empirical Evidence. The Journal of Service Marketing. 1998;12:246-64.

      [8] Zeithaml VA. Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing. 1988;52:2-22.

      [9] Papaioannou E, Assimakopoulos C, Sarmaniotis C, Georgiadis CK. Investigating Customer Satisfaction Dimensions With Service Quality of Online Auctions: An Empirical Investigation of E-Bay. Inf Syst E-Bus Manage. 2013;11:313-30.

      [10] Kotler P, Keller K. Marketing Management. 14th ed: Prentice Hall; 2012.

      [11] Susan M. Institution Image, Student Trust, and Service Value of Higher Education as Antecedent Variables of Student Loyalty. Media Riset Bisnis & Manajemen. 2011;11(1):38-49.

      [12] Padma P, Rajendran C, Sai LP. A Conceptual Framework of Service Quality in Healthcare: Perspectives of Indian Patients and Their Attendants. Benchmarking: An International Journal. 2009;16(2):157-91.

      [13] Duggirala M, Rajendran C, Amantharaman R. Patient-Perceived Dimensions of Total Quality Service in Healthcare. Benchmarking: An International Journal. 2008;15(5):560-83.

      [14] Wan Rashid WE, Jusoff HK. Service Quality in Health Care Setting. International Journal of Health Care Quality Assurance. 2009;22(5):471-82.

      [15] Oliver R. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research. 1980;17(4):460-9.

      [16] Dagger T, Sweeney J, Johnson L. A Hierarchical Model of Health Service Quality Scale Devel-opment and Investigation of an Integrated Model. Journal of Service Research. 2007;10(2):123-42.

      [17] Pantouvakis A. Market Orientation and Service Quality: Opponents or Colleagues. International Journal of Quality and Service Sciences. 2014;6(2/3):98-111.

      [18] Yu P, Balaji M, Khong K. Building trust in internet banking: a trustworthiness perspective. Industrial Management & Data Systems. 2015;115(2):235-52.

      [19] Alalwan AA, Dwivedi Y, Rana N, Simintiras A. Jordanian consumers’ adoption of telebanking: Influence of perceived usefulness, trust and self-efficacy. International Journal of Bank Marketing. 2016;34(5):690-709.

      [20] Susan M, Djajadikerta H. Understanding Financial Knowledge, Financial Attitude, and Financial Behavior of College Students in Indonesia. Advanced Science Letters. 2017;23(9):8762-5.

      [21] Sekaran U, Bougie R. Research Method for Business: A Skill Building Approach. Seventh ed: John Wiley & Sons, Ltd; 2016.

      [22] Nunnally JC, Bernstein IH. Psychometric Theory 3rd edition: McGraw-Hill; 1994.

      [23] Ramayah T, Samat N, Lo MC. Market Orientation, Service Quality and Organizational Performance in Service Organizations in Malaysia. Asian-Pasific Journal of Business Administration. 2011:Vol. 3, 1, 8-27.

      [24] Chiou J, Droge C. Service Quality, Trust, Specific Asset Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework. Journal of the Academy of Marketing Science. 2006;34(4):613-27.


 

View

Download

Article ID: 18340
 
DOI: 10.14419/ijet.v7i3.30.18340




Copyright © 2012-2015 Science Publishing Corporation Inc. All rights reserved.