Analysis of service quality using SERVQUAL to improve patient satisfaction in Standard Inpatient Class
Keywords:
Patient satisfaction, Service quality, KRIS, SERVQUAL, Inpatient servicesAbstract
Indonesia’s National Health Insurance (JKN) program introduced the Standard Inpatient Class (Kelas Rawat Inap Standar/KRIS) policy to standardize inpatient facilities and eliminate service disparities across contribution classes. In September 2022, Dr. Tadjuddin Chalid Hospital in Makassar was designated as a national pilot project site for implementing the KRIS policy. This study evaluates patient satisfaction with inpatient services at the hospital following the policy's implementation. A total of 174 Health Insurance Administration Agency (BPJS) patients were selected using the Isaac and Michael table with a 10% margin of error. Data were collected through a SERVQUAL-based questionnaire and analyzed using correlation techniques. Ethical approval was obtained from the Health Research Ethics Committee of Dr. Tadjuddin Chalid Hospital, and participants provided informed consent. The primary outcome of the study was the level of patient satisfaction, which showed a significant positive correlation with all five service quality dimensions—reliability, responsiveness, assurance, empathy, and physical evidence. Empathy had the highest correlation coefficient (r = 0.770), followed by responsiveness (r = 0.577), reliability (r = 0.510), assurance (r = 0.506), and physical evidence (r= 0.338). Our study contributes to understanding patient satisfaction in the context of KRIS implementation by highlighting the importance of empathy and responsiveness. These findings provide insights for improving both interpersonal and facility-based service quality to support the successful nationwide implementation of KRIS.
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