HOSPITAL SERVICE QUALITY ANALYSIS WITH FISHBONE MODEL (A Case Study of Holistic Public Hospital in Purwakarta Regency)
Putri Fatima Adnantami Lubis; Muhardi; Albert Hendarta

Universitas Islam Bandung

Abstract

Service quality is the main focus of modern healthcare; which purpose is to improve patient satisfaction. To improve service quality, it is essential to perform service quality evaluation. One of the most commonly used models for service quality is the SERVQUAL model. Nevertheless, SERVQUAL alone cannot identify specific problems that cause negative gap scores, and root cause analysis methods are required to identify such problems. This study aims to determine the level of service quality according to the SERVQUAL model, and to construct a fishbone model of service quality in Holistic Hospital, Purwakarta Regency. This study is a mixed-method study with a combination of quantitative and qualitative methods. Quantitative data is obtained through the standardized SERVQUAL questionnaire, and qualitative data is obtained through interviews with survey respondents on service quality in Holistic Hospital, Purwakarta Regency. The interview transcripts are analyzed with content analysis to identify issues in service quality. We identified several themes in the service quality model: facility quality, tools and instruments, staff appearance, facility weaknesses, access, and food for the tangibles dimension; problem-solving capability, service hours and scheduling, ineffectivity of treatment, and promise realization for the reliability dimension; communication, response to problems, rate of service in the responsiveness dimension; abiity to answer questions, atmosphere, and lack of trust in the assurance dimension; and staff care, staff hospitality, and service hours inconvenience for the empathy dimension. A fishbone model was constructed according to the problems identified within the five dimensions. The fishbone model can be used to identify factors that contribute to the service quality in Holistic Hospital, Purwakarta Regency.

Keywords: service quality, SERVQUAL, fishbone

Topic: Management

Link: https://ifory.id/abstract-plain/Qmxb8MtjJHuc

Web Format | Corresponding Author (Putri Fatima Adnantami Lubis)