Service Quality Assessment at Sawerigading Regional Hospital: A Quantitative Analysis Based on Five Public Service Dimensions

DOI

10.2991/978-94-6463-791-5_31How to use a DOI?

Keywords

Health Service; Hospital Infrastructure; Public Satisfaction; Public Service Quality

Abstract

This research aims to evaluate the quality of public services at Sawerigading Regional Hospital of Palopo City, using a descriptive quantitative approach. The five dimensions of public service assessed are physical aspects, reliability, personal interaction, problem-solving, and policy, following Dabholker's (1996) theory. Data was collected through the distribution of questionnaires to 96 respondents, who were patients or family members of patients receiving services at Sawerigading Regional Hospital in January 2022. Data was collected through questionnaires distributed to 96 respondents using an incidental sampling method. The results show that the overall quality of service at Sawerigading Hospital is good, but some dimensions still need improvement. The physical aspect and problem-solving dimensions received lower ratings, while the reliability, personal interaction, and policy dimensions were rated well. In conclusion, the services provided by Sawerigading Hospital are considered adequate, but there is still a need for service quality improvements, particularly in terms of facility cleanliness and responsiveness to patient complaints. Improvements in these two dimensions are expected to increase overall patient satisfaction and improve the hospital's image as a reliable healthcare provider. This is crucial for building public trust in the services provided by Sawerigading Regional Hospital.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Indah Lestari
AU  - Muh. Tang Abdullah
AU  - Amril Hans
AU  - Nurdin Nara
PY  - 2025
DA  - 2025/08/05
TI  - Service Quality Assessment at Sawerigading Regional Hospital: A Quantitative Analysis Based on Five Public Service Dimensions
BT  - Proceedings of the 2nd International Conference on Administrative Science (ICAS 2024)
PB  - Atlantis Press
SP  - 287
EP  - 297
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6463-791-5_31
DO  - 10.2991/978-94-6463-791-5_31
ID  - Lestari2025
ER  -