ArticleHealth SA = SA Gesondheid2025
Service quality in hospital inpatient care: SERVQUAL model approach.
Article in Health SA = SA Gesondheid, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 5 papers.
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Who cites it
5 citing papers in PubMed.
- Analysis of Nursing Service Quality Gaps and Improvement Strategies in VIP General Wards Based on Patient-Reported Outcomes.Journal of evaluation in clinical practice · 2026Article
- Determinants of attendant satisfaction with oncology service quality in Tamil Nadu, India: a cross-sectional study.Scientific reports · 2026Article
- Determinants of Patient Satisfaction in a Public University Hospital in Ghana: A Structural Equation Modelling Approach.Health services insights · 2026Article
- Prioritizing Nursing Care Improvements in Chronic Disease Outpatients: A Cross-Sectional Study Based on SERVQUAL and Kano Models.Patient preference and adherence · 2026Article
- Analysis of Key Driving Factors for Inpatient Service Experience in Obstetrics and Gynecology Specialized Hospitals Based on Random Forest Algorithm.International journal of women's health · 2026Article
Corrections and comments
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Authors and funding
6 authors.
Funding
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Abstract
Background: The quality of inpatient health care services significantly influences patient satisfaction, shaping perceptions of hospital performance and health care accessibility. Aim: This study examines patient satisfaction with inpatient services at Batara Siang Hospital, Indonesia, using the SERVQUAL model. Setting: The study was conducted in the inpatient wards of Batara Siang Hospital, a public health care facility in Pangkep, Indonesia. Methods: A cross-sectional observational study was conducted among 267 inpatients aged 25-50 years. Data were collected using a SERVQUAL-based questionnaire assessing five service quality dimensions, namely tangibility, reliability, responsiveness, assurance and empathy. Descriptive and multiple linear regression analyses were performed to determine the influence of each SERVQUAL dimension on overall patient satisfaction. Ethical approval was obtained from the Health Research Ethics Committee of Makassar Health Polytechnic. Results: The study found that all five SERVQUAL dimensions significantly influenced patient satisfaction. Empathy had the strongest impact (β = 0.629, Conclusion: Enhancing empathy, assurance and responsiveness can significantly improve patient satisfaction. Hospitals should prioritise patient-centred communication, staff competency and responsiveness to optimise health care experiences and trust. Contribution: This study provides valuable insights for health care administrators and policymakers, offering practical strategies to enhance inpatient service quality.
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