Analysis of Post-COVID-19 Hospital Service Quality: A Study Based on Patient Perceptions

Abstract

This study provides a conceptual and empirical investigation of the effect of items on measuring the quality of post-COVID-19 health services based on patient perceptions in the health sector. The proposed measurement item for Consumer Perceived Value Healthcare (CPV Healthcare) against Healthcare Service Quality (HEALTHQUAL) was tested using data collected from a hospital in Medan City from 253 respondents. The data set included 185 patients and 68 respondents from the public from June 2022 to November 2022. This research is associative research using a quantitative method approach. Data analysis used SPSS with ANOVA testing, Simple Regression, Pearson Correlation, and t-test for correlation analysis of dependent variable measurement items (CPV Healthcare = 27 items) on independent variables (HEALTHQUAL = 32 items) in patient care (inpatients, outpatients, and family members of patients in the emergency room) and between patients and groups of the general public. The results showed a strongly significant difference between CPV Healthcare measurement items and patient and community HEALTHQUAL. This study underscores the most significant dimension of CPV Healthcare and validates the relationship between the value of Service Quality in the healthcare sector which is a function of transaction value and self-satisfaction value. Patients like personal care and relief from depressive moods when cared for by professional nurses and doctors in the hospital. This study is limited theoretically to assess the relationship between CPV Healthcare and Healthcare SERVQUAL. Need to be assessed in future studies, such as consumer experience, experience and job satisfaction of hospital staff (nurses & doctors), patient ethnicity, and hospital image, need to be assessed in future work.