Development of Measurement Models Quality of Hospital Services in Indonesia

Hospitals are one of the service provider organizations in the field of health care, which operationally involves relatively many parties and facilities compared to other service organizations. Hospitals are therefore interested in evaluating the quality of their services from time to time. This study intends to obtain a service quality measurement model that is by the conditions of the hospital environment in Yogyakarta and reveal any differences in service quality assessment based on patient characteristics. The basic concept of this research refers to SERVQUAL from the research results of Parasuraman, Zeithaml & Berry (1988) and other studies. The study population was patients from all B-type hospitals in Yogyakarta, in 4 private hospitals and 5 government hospitals. At the same time, the sample is hospital patients who have received hospitalization for 3 days/night and involves 284 people. The research sample was selected using a combination of judgment-quota-convenience sampling methods. The research data was obtained by distributing questionnaires directly to patients and then analyzed using exploratory factor analysis, Anova, and Manova. The research resulted in the formulation of 28 indicators of service quality assessment and 4 dimensions/components of service quality factors, namely the dimensions of commitment, tangibility, trust, and attention. The commitment dimension consists of 9 items of assessment indicators, 8 items of tangibility dimension, and 9 items of trust dimension, while the attention dimension is represented by 2 items of service quality indicators. The study also concluded that there were differences in the assessment of service quality according to 7 characteristics of healthcare patients in the hospitals studied.