Service quality in hospital inpatient care: SERVQUAL model approach

Abstract

Background: The quality of inpatient health care services significantly influences patient satisfaction, shaping perceptions of hospital performance and health care accessibility.
Aim: This study examines patient satisfaction with inpatient services at Batara Siang Hospital, Indonesia, using the SERVQUAL model.
Setting: The study was conducted in the inpatient wards of Batara Siang Hospital, a public health care facility in Pangkep, Indonesia.
Methods: A cross-sectional observational study was conducted among 267 inpatients aged 25–50 years. Data were collected using a SERVQUAL-based questionnaire assessing five service quality dimensions, namely tangibility, reliability, responsiveness, assurance and empathy. Descriptive and multiple linear regression analyses were performed to determine the influence of each SERVQUAL dimension on overall patient satisfaction. Ethical approval was obtained from the Health Research Ethics Committee of Makassar Health Polytechnic.
Results: The study found that all five SERVQUAL dimensions significantly influenced patient satisfaction. Empathy had the strongest impact (β = 0.629, p < 0.001), followed by assurance (β = 0.502, p < 0.001), responsiveness (β = 0.479, p < 0.001), reliability (β = 0.315, p = 0.01) and tangibility (β = 0.305, p = 0.04). These dimensions collectively explained 67.7% of the variance in patient satisfaction, indicating the effectiveness of the SERVQUAL model in evaluating hospital service quality.
Conclusion: Enhancing empathy, assurance and responsiveness can significantly improve patient satisfaction. Hospitals should prioritise patient-centred communication, staff competency and responsiveness to optimise health care experiences and trust.
Contribution: This study provides valuable insights for health care administrators and policymakers, offering practical strategies to enhance inpatient service quality.