Vol - 25, Issue - 4
About the Journal
[This article belongs to Volume - 25, Issue - 4]
International Medical Journal
Journal ID : IMJ-11-04-2020-410
Total View : 140

Abstract : Most of the service marketing literature believes that service quality is an essential for business performance and patient satisfaction, the questionnaire development is needed to measure the performance of hospital services in Indonesia. This type of research uses observational research with cross-sectional study design. The sample selection technique uses purposive sampling. The total of 148 valid questionnaires were analyzed. Data analysis uses Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) with Structural Equation Modeling (SEM) approach. The results of this study show that Hospital Service Performance Measurement Questionnaire (IHSPMQ) declared valid and reliable. In addition, this study provides evidence that the structural model proposed meets goodness of fit. The questionnaire consists of 41 indicators divided into eight dimensions. The eight dimensions are physical aspects (9 items), quality of medical care (6 items), quality of pharmaceutical care (8 items), administrative procedures (5 items), personnel quality (6 items), social responsibility (3 items), health insurance (2 items), outcome quality (2 items). The hospital managements can use the Indonesia Hospital Service Performance Measurement Questionnaire (IHSPMQ) as source of information and a part of service quality assurance system. This instrument can ease the problems identification, monitored and evaluate performance in each service dimension continuously

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