Abstract
The purpose of this research is to investigate how healthcare service quality and patients’ satisfaction are related. Thus, the study aims to assess patient’s expectations, patients’ satisfaction levels and measure the quality gap for SERVQUAL dimensions. This study employs a quantitative descriptive research approach to achieve the research objectives by testing a set of hypotheses. The data collection is by means of a self-administered questionnaire to collect primary data from 350 patients in Indonesian dental hospitals with special reference to Jakarta and Bali. The research findings reveal that the patients’ expectation and satisfaction with the healthcare SERVQUAL (tangibility, reliability, responsiveness, assurance, and empathy) is not matched and there is a gap in the service quality. However, the results indicate a service quality gap in both dental hospitals. In addition, the type of hospital has been found to affect patients’ satisfaction for tangibility, reliability, responsiveness, and empathy and assurance dimensions. Article visualizations:
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
