IS SERVICE QUALITY KEY FOR PATIENT SATISFACTION AND REUTILIZATION IN INDONESIAN PRIVATE HOSPITALS? AN EMPIRICAL INVESTIGATION

Abstract

In Indonesia’s competitive healthcare perspective, the imperative for hospitals extends beyond delivering top-tier medical services; they are now challenged to surpass patient expectations. The amalgamation of impeccable service quality and the cultivation of a positive hospital reputation emerges as crucial, not only for immediate patient contentment but as a catalyst for enduring trust, familial satisfaction, and sustained patient loyalty. Aligned with national ethical codes and professional standards, the delivery of qualified services stands as a paramount objective for hospitals in Indonesia, reflecting a commitment to patient well-being and a strategic response to the burgeoning healthcare market. This research explores the dynamics of hospital performance, focusing on five Type C hospitals in Indonesia, with three situated in Jakarta and two in Batam. Methodologically, the study employs closed questionnaires, utilizing the Likert Scale to gather data from 250 inpatient respondents aged at least 17 years. Analyzed using SPSS and AMOS for Structural Equation Modeling (SEM), the findings indicate a good fit for the overall model, with all hypotheses supported for logical reasons. These findings contribute to increased knowledge, providing a basis and reference for other researchers and organizations. From the government perspective, as Indonesia aims to improve its economy through the hospital service sector, this study aids in achieving development plans by enhancing management and hospital personnel’s commitment and performance in Indonesian hospitals.

Keywords: Service Quality, Hospital Reputation, Patients’ Satisfaction, Patients’ Revisit intention