Determinants of Inpatient Satisfaction: A servqual based analysis

Abstract

Objective:  This study aimed to analyze the quality of inpatient services at Labuang Baji Hospital, Makassar, using the SERVQUAL model to identify the gap between patient expectations and perceptions across five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

Design:  A cross-sectional analytic study was conducted among 267 inpatients using purposive sampling. Data were collected using a 22-item SERVQUAL questionnaire measuring expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Service quality gaps were calculated by subtracting perception scores from expectation scores. Multiple linear regression analysis was performed to assess the predictive influence of each dimension on patient satisfaction. Instrument reliability demonstrated strong internal consistency (Cronbach’s alpha > 0.70 for all dimensions).

Results:  All five SERVQUAL dimensions showed negative gaps, indicating that perceived service performance did not fully meet patient expectations. Responsiveness and assurance demonstrated the largest mean gaps. Multiple regression analysis revealed that all five dimensions significantly influenced patient satisfaction (p < 0.05), with empathy and assurance emerging as the strongest predictors. The model explained 67.7% of the variance in patient satisfaction (R² = 0.677), indicating substantial explanatory power.

Conclusion:  Inpatient service quality at Batara Siang General Hospital remains below patient expectations across all SERVQUAL dimensions. Interpersonal aspects of care particularly empathy, assurance, and responsiveness play a critical role in shaping patient satisfaction. Targeted managerial interventions focusing on communication, timeliness, and patient-centered care are recommended to enhance service performance and overall satisfaction