Patient Perceptions about the Quality of Hospital Services in Klaten Regency during the Covid-19 Pandemic

Abstract

This study aims to test service satisfaction at three public hospital health institutions in Klaten Regency during the Covid-19 pandemic, through testing the gap in the level of serv-qual achievement and patient perceptions in relation to the quality of services provided. The research method was carried out through a quantitative test of the sample as respondents as many as 110 patients through purposive sampling technique. Quantitative tests carried out in this study include validity test, questionnaire item reliability test and servqual confirmation test. The results of the research explain that all dimensions in Servqual including physical evidence, reliability, assurance, responsiveness and empathy, all of which still have a gap value with an average value of -77.27 points, which means that the patient is not satisfied. The responsiveness dimension of the quantitative test has the largest gap value of – 115.50 points so it must be a priority for three hospital institutions in improving servqual.