Service Quality Assessment at Sawerigading Regional Hospital: A Quantitative Analysis Based on Five Public Service Dimensions

Indah Lestari (), Muh. Tang Abdullah, Amril Hans and Nurdin Nara
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Indah Lestari: Hasanuddin University, Public Administration Magister Study Program, Faculty of Social and Political Sciences
Muh. Tang Abdullah: Hasanuddin University, Public Administration, Faculty of Social and Political Sciences
Amril Hans: Hasanuddin University, Public Administration, Faculty of Social and Political Sciences
Nurdin Nara: Hasanuddin University, Public Administration, Faculty of Social and Political Sciences

A chapter in Proceedings of the 2nd International Conference on Administrative Science (ICAS 2024), 2025, pp 287-297 from Springer

Abstract: Abstract This research aims to evaluate the quality of public services at Sawerigading Regional Hospital of Palopo City, using a descriptive quantitative approach. The five dimensions of public service assessed are physical aspects, reliability, personal interaction, problem-solving, and policy, following Dabholker's (1996) theory. Data was collected through the distribution of questionnaires to 96 respondents, who were patients or family members of patients receiving services at Sawerigading Regional Hospital in January 2022. Data was collected through questionnaires distributed to 96 respondents using an incidental sampling method. The results show that the overall quality of service at Sawerigading Hospital is good, but some dimensions still need improvement. The physical aspect and problem-solving dimensions received lower ratings, while the reliability, personal interaction, and policy dimensions were rated well. In conclusion, the services provided by Sawerigading Hospital are considered adequate, but there is still a need for service quality improvements, particularly in terms of facility cleanliness and responsiveness to patient complaints. Improvements in these two dimensions are expected to increase overall patient satisfaction and improve the hospital's image as a reliable healthcare provider. This is crucial for building public trust in the services provided by Sawerigading Regional Hospital.

Keywords: Health Service; Hospital Infrastructure; Public Satisfaction; Public Service Quality (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-791-5_31

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