Background: The rapid expansion of the hospital sector in Indonesia, fueled by the National Health Insurance Program (JKN), emphasizes the need for improved service quality. Understanding patient perceptions of hospital service quality is crucial for enhancing satisfaction and optimizing healthcare delivery.
Purpose: This study aims to evaluate hospital service quality from the patient’s perspective, focusing on empathy, safety, tangibility, perceived quality, and patient expectations. It also investigates the moderating role of patient expectations on the relationship between perceived service quality and satisfaction.
Research Design: A quantitative approach using structural equation modeling (SEM) was employed, with confirmatory factor analysis (CFA) to assess construct validity.
Study Sample: 355 hospital patients from Jakarta, Indonesia, were surveyed using a 7-point Likert scale.
Results: Empathy significantly enhanced perceived service quality, while safety and tangibility had negligible effects. Perceived quality was a key driver of patient satisfaction. Additionally, patient expectations moderated the relationship between perceived service quality and satisfaction, with low expectations leading to greater satisfaction at moderate service levels.
Conclusions: The study underscores empathy’s critical role in improving perceived quality and satisfaction. It highlights the importance of managing patient expectations and fostering empathy in healthcare settings to boost patient satisfaction.
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