Literature Review : The Effect of Service Quality on Patient Satisfaction During the Covid-19 Pandemic Based on SRVQUAL Scale

Riki Yedija Lumban Tobing; Ascobat Gani; Dian Agnesa Sembiring

doi:10.36590/jika.v4i3.393

Authors

Riki Yedija Lumban Tobing Program Magister Kajian Administrasi Rumah Sakit, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia
Ascobat Gani Departemen Administrasi Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia
Dian Agnesa Sembiring Fakultas Ilmu Kesehatan, Universitas Singaperbangsa Karawang, Karawang, Indonesia

DOI:

https://doi.org/10.36590/jika.v4i3.393

Keywords:

service quality, patient satisfaction, Covid-19, SRVQUAL

Abstract

The Covid-19 pandemic has forced hospital management need to take quick action in overcoming the crisis while maintaining and improving the relationships with the customers in order to remain satisfied with the quality of service in hospitals. The study’s goal was to use SRVQUAL Scale to describe the impact of service quality on patient satisfaction during the Covid-19 (reliability, tangibles, empathy, assurance, responsiveness). This paper was a literature review sourced from Pubmed and ProQuest articles with keywords ("quality of service" or "service quality" or "quality of health services") AND ("patient satisfaction" OR "patient perspective" OR "patient experience") AND ("covid" OR "pandemic"). Six publications were found to meet the inclusion criteria following a review utilizing the PRISMA flow chart. The findings shown that in the Covid-19 pandemic era, all aspects of service quality (reliability, tangibles, empathy, assurance, responsiveness) have positve and significant impact on patient satisfaction. The study’s findings can helphospital management understand the issues that must be taken into account in order for patients to continue to be happy with the standard of care provided by hospitals, particularly during Covid-19 pandemic.

Downloads

Download data is not yet available.

Author Biographies

Riki Yedija Lumban Tobing, Program Magister Kajian Administrasi Rumah Sakit, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia

Program Studi Magister Kajian Administrasi Rumah Sakit, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia

Ascobat Gani, Departemen Administrasi Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia

Departemen Administrasi Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Indonesia, Depok, Indonesia

https://scholar.google.com

Dian Agnesa Sembiring, Fakultas Ilmu Kesehatan, Universitas Singaperbangsa Karawang, Karawang, Indonesia

Fakultas Ilmu Kesehatan, Universitas Singaperbangsa Karawang, Karawang, Indonesia

References

Astari DW, Noviantani A, Simanjuntak R. 2021. Kepuasan Pasien terhadap Mutu Pelayanan Keperawatan di Era Pandemi Covid-19 di Rumah Sakit Mata Cicendo. Journal of Hospital Accreditation, 3(1): 34–38. doi: https://doi.org/10.35727/jha.v3i01.79.

Baan RRS. 2020. Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap pada RS. Bahagia Makassar, Ekombis Sains: Jurnal Ekonomi, Keuangan, dan Bisnis, 5(1): 45–52. doi: https://doi.org/10.24967/ekombis.v5i1.591.

Gómez-Carmona D, Paramio A, Cruces-Montes S, Marín-Dueñas PP. 2022. Impact of COVID-19 prevention measures on health service quality , perceived value and user satisfaction. A structural equation modelling (SEM) approach. Atencion Primaria, 54: 1–9. doi: https://doi.org/10.1016/j.aprim.2021.102178.

Harahap ES, Zulfendri, Silitonga EM, Brahmana NE br, Mindo TS. 2022. Pengaruh Mutu Pelayanan Terhadap Tingkat Kepuasan Pasien Covid-19 di IGD Rumah Sakit Murni Teguh. PREPOTIF?: Jurnal Kesehatan Masyarakat, 6(2): 1515–1525. doi: 10.31004/prepotif.v6i2.4547.

Hasnidar, Sarti S, Rahman, S. 2021. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap pada Masa Social Distancing di RSUD Batara. SEIKO?: Journal of Management & Business, 4(2): 477–486. doi: 10.37531/sejaman.v5i1.1586.

Jincy VK, Reshmi R. 2022. Private Healthcare Service Quality and Patients’ Revisit Intention During Covid-19?: An Empirical Analysis. The IUP Journal of Marketing Management, 21(1): 30–45. Available at: https://www.proquest.com/scholarly-journals/private-healthcare-service-quality-patients/docview/2664912573/se-2.

Khansari SM, Mohammad, Farzin A, Mir HMJ, Maryam S, Pejman E. 2022. Health Services and Patient Satisfaction in IRAN during the Covid-19 Pandemic: A Methodology Based on Analytic Hierarchy Process and Artificial Neural Network. Journal of Risk and Financial Management, 15(7): 288. doi: 10.3390/jrfm15070288.

Kusyana DNB, Pratiwi KA. 2019. Skala Pengukuran Kualitas Layanan: Sebuah Kajian Literatur. Widya Manajemen, 1(2): 21–39. doi: 10.32795/widyamanajemen.v1i2.354.

Leszczy?ski PK, Sobolewska P, Muraczyn ?ska B, Gryz P, Kwapisz A. 2022. Impact of Covid-19 Pandemic on Quality of Health Services Provided by Emergency Medical Services and Emergency Departments in the Opinion of Patients: Pilot Study. International Journal of Environmental Research and Public Health, 19(3): 1232. doi: 10.3390/ijerph19031232.

Lopez-Picazo JJ, Vidal-Abarca I, Beteta D, López-Ibáñez M, García-Vázquez E. 2021. Impact of the COVID-19 Pandemic on the Hospital?: Inpatient ’s Perceived Quality in Spain. Journal of Patient Experience, 8: 1–7. doi: 10.1177/2374373521998625.

Mutmainnah U, Ahri RA, Arman. 2021. Analisis Faktor Yang Berhubungan Dengan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap di RSUP . Dr. Wahidin Sudirohusodo Makassar 2020. Journal of Muslim Community Health (JMCH), 2(1): 52–74. doi: https://doi.org/10.52103/jmch.v2i1.488.

Rahmadhani W, Kusumastuti, Phu PT. 2021. The Effect of Service Quality on Patient Satisfaction in Obstetrics and Gynecology Polyclinic of PKU Muhammadiyah Gombong Hospital , Kebumen District During the Covid-19 Pandemic. Jurnal Aisyah: Jurnal Ilmu Kesehatan, 6(3): 515–519. doi: 10.30604/jika.v6i3.642.

Roais R, Bakar AA. 2021. Physical Environment Quality Dimension Towards Patients Satisfaction In Hospital Raja Perempuan Zainab II, Kota Bharu. Journal of Global Business and Social Entrepreneurship (GBSE), 7(20): 88–95. Available at: http://www.gbse.com.my/V7 NO.20 (JANUARY 2021)/Paper-266-.pdf.

Rohayati S, Jubaidi A. 2022. Tinjauan Tentang Kualitas Pelayanan di Masa Pandemi Covid 19 Pada Puskesmas Loa Duri Ilir Kecamatan Loa Janan Kabupaten Kutai Kartanegara’, Jurnal Administrasi dan Kebijakan, 21(1): 57–66. doi: https://doi.org/10.31293/pd.v21i1.6234.

Salasiah, Rohayati S. 2021.Tinjauan Tentang Kualitas Pelayanan di Masa Pandemi Covid 19 Pada Puskesmas Loa Duri Ilir Kecamatan Loa Janan Kabupaten Kutai Kartanegara. Dedikasi?: Jurnal Ilmiah Sosial, Hukum, Budaya, 22(1): 99–109. doi: 10.31293/pd.v21i1.6234.

Salih H, Al-Qudah S. 2022. Influence of Health Care Services Quality on Resident Patients’ Satisfaction During “Covid 19” Pandemic: Case Study of Private Hospitals in Ksa. Academy of Entrepreneurship Journal, 28(1): 1–19.

Sari IK. 2020. Pengaruh kualitas pelayanan terhadap kepuasan pasien di Puskesmas Urug Kecamatan Kawalu Kota Tasikmalaya. Dinamika: Jurnal Ilmiah Ilmu Administrasi Negara, 7(1): 194–207. doi: http://dx.doi.org/10.25157/dinamika.v7i1.3431.

Sembiring DA, Nurwahyuni A, Sulistiadi W. 2020. Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation, in Childhood Stunting, Wasting, and Obesity, as the Critical Global Health Issues: Forging Cross-Sectoral Solutions. International Conference on Public Health. doi: 10.26911/the7thicph.04.23.

Sulamsih S, Dwiyanto Y, Purnama A, Pudjiastuti DR, Maladewi, Edi YR, Kristianingsih, Partini, Ratna S, Sari J, Ukin S. 2022. Kepuasan Pasien Terhadap Mutu Pelayanan Rawat Inap Covid-19 Berdasarkan Metode ServQual. Journal of Management Nursing, 1(2): 38–45. doi: https://doi.org/10.53801/jmn.v1i02.16.

Susanti A, Razak A, Muchlis N. 2021 ‘Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Labuang Baji Makassar pada Masa Pandemi Covid-19. An Idea Health Journal, 1(2): 118–125. doi: https://doi.org/10.53690/ihj.v1i02.53.

Tsai C. 2021. Do Perceived Quality and Brand Image Still Affect Customer Satisfaction in Hospitals During the Covid-19 Pandemic??. Journal of Business Administration, 46:1–17. doi: 10.3966/102596272021090463001.

Yanuarti R, Febriawati H, Angraini W, Bintang AP, Nopia W. 2021. Persepsi Pasien Tentang Kualitas Pelayanan Rumah Sakit Pada Masa Pandemi Covid-19. Jurnal Kesmas Asclepius, 3(2): 49–59. doi: https://doi.org/10.31539/jka.v3i2.3071.

Zahra S, Dhamanti, I. 2022. Literature Review?: Hospital Service Quality During The Covid-19 Pandemic.Media Kesehatan Masyarakat, 4(2): 202–211. doi: https://doi.org/10.35508/mkm.