Abstract

Sudirman The quality of health service in the inpatient room at the Anuntaloko hospital Parigi in the Middle Sulawesy based on the servqual approach (Supervised by Darmawansyah and H. Indar)

The objective of this research is to analyze and to implement strategy for improving health service qualityin the inpatient room at the Anuntaloko hospital Parigi in the Middle Sulawesy based on the servqual approach. The method of the study was survey analytic study with cross sectional design. The researcher took sample from population using questionnaire to 96 respondents from the patients, and 24 respondents from health officers. The result of the study shows that the quality of health service is significantly low. The study finds there is low quality of health service. There is significant correlation in the four dimensions of health service quality (responsiveness, assurance, empathy and reliability). There is no significant correlation in the tangible dimension, however there are significant correlation on the other three dimensions of health service quality (assurance, tangible and responsiveness). There are no significant correlation on the reliability and empathy based on the expectancy of the patient, in which there is negative gap between the expected service and the service provided by the hospital. There is also negative gap between the expected service from the patient and the perception of the patient. There is significant correlation in the responsiveness of the health service provided. Keyword: the quality of health service.