Services Quality management for Outpatient Satisfaction in Indonesia

This study was aimed to examine whether reliability, responsiveness, assurance, empathy, and physical evidence in providing services took effect on outpatient satisfaction in private hospitals in Surakarta, Indonesia. This research instrument was in the form of a SERVQUAL instrument in the form of a questionnaire based on five quality dimensions. The SERVQUAL measuring instrument was adopted from Parasuraman which was later modified according to the nature of services available in private hospitals in Surakarta, which consists of five dimensions, namely responsiveness, tangibles, reliability, assurance, and empathy. The results of regression analysis in this study indicate that the five dimensions of service quality consisting of tangibility, reliability, responsiveness, assurance, and empathy have a significant effect on customer’s (outpatient) satisfaction of private hospitals in Surakarta, both individually and collectively. This was indicated by the significance of both t-value and f-value of 0,000 which is smaller than 0.05