1Lecturer of Health Policy Administration, Universitas Muhammadiyah Palu, Indonesia
2Lecturer of Health Promotion and Behavioral Sciences, Faculty of Public Health, Universitas Muhammadiyah Palu, Indonesia
3Lecturer of Nutrition and Health, College of Health Karya Kesehatan, Indonesia
*Correspondence Author: Ahmad Yani Lecturer of Health Promotion and Behavioral Sciences, Faculty of Public Health, Universitas Muhammadiyah Palu, Indonesia Email: linda.makalew@poltekkesmanado.ac.id
Online published on 26 September, 2019.
This study aimed to analyze and formulate a strategy to improve quality of service at the inpatient care unit of Anuntaloko Parigi Hospital based on a servqual approach. This research was an analytical study with a cross sectional design, where the data analysis is derived from facts that have occurred or are taking place in the study population. The method used in this study was a survey on 96 patients and 24 officers. The results showed that the level of quality of service at the inpatient care unit at Anuntaloko Parigi Hospital was very low or not qualified. There was a significant relationship in 5 (five) dimensions of quality of service experienced by patients, there was a significant relationship in 2 (two) dimensions of quality of services, namely, reliability and responsiveness, between the services expected by patients and quality of service, and on the dimensions of tangible, there was no significant relationship regarding to reliability and empathy. There was a negative gap between the services expected and perceived by patients. Last, the service dimension that affected the quality of service was responsiveness.
Quality of Services, Servqual Approach, Hospital
