Analisis Perbandingan Kualitas Pelayanan dan Kepuasan Pasien antara Rumah Sakit Swasta dan Rumah Sakit Pemerintah di Provinsi Sumatera Selatan

Deskripsi

The increasing need of health services for the society causes hospitals as health service providers to strive to provide the best service. This study aims to compare service quality and patient satisfaction between private hospitals and public hospitals in South Sumatera Province. Service quality and patient satisfaction were measured by patients' perceived experiences directly developed following the five dimensions of SERVQUAL. Confirmatory factor analysis was used to obtain the value of each quality dimension. Independent t-test analysis was used to compare service quality and patient satisfaction between private and public hospitals. The research data were obtained from the results of a survey using a questionnaire with a sample of 351 patients of private or public hospitals. This study shows that the 4 dimensions of service quality (tangibility, reliability, assurance, empathy) and patient satisfaction of government hospitals are not significantly different from those of private hospitals. However, the responsiveness dimension shows that private hospitals have higher responsiveness compared to public hospitals.