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All Journal Journal of Global Research in Public Health
Edwin Hafiz
Universitas Muhammadiyah Surabaya
Dentistry Health Professions Medicine & Pharmacology Nursing Public Health

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The Service Quality and Patients’ Willingness to Recommend a Hospital: A Cross-Sectional Analysis of Operational Survey Data Edwin Hafiz; Rachmad Cahyadi; Djazuly Chalidyanto; Elita Novriana Enisa
Journal of Global Research in Public Health Vol. 11 No. 1 (2026): June
Publisher : Universitas STRADA Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30994/jgrph.v11i1.629

Abstract

Hospital service quality shapes patient experience and recommendations. This study examined the association between perceived service quality and patients' willingness to recommend a hospital. A cross-sectional analysis was conducted using secondary survey data from 306 randomly sampled respondents. Service quality was measured via 11 Likert-type indicators (Cronbach's alpha = 0.813); willingness to recommend was dichotomized (Yes/No). Descriptive statistics and simple binary logistic regression were applied. Most respondents were female (53.59%) and used the BPJS Kesehatan payment pathway (95.10%). The mean service-quality score was 3.80 (SD = 0.29), and 94.12% were willing to recommend the hospital. Logistic regression showed that every 0.1-point increase in the service-quality score was associated with higher odds of willingness to recommend (OR = 1.85; 95% CI = 1.50–2.29; p < 0.001). Perceived service quality significantly predicts recommendation willingness, supporting patient-experience improvement strategies, despite cross-sectional design limitations.
Co-Authors Djazuly Chalidyanto Elita Novriana Enisa Rachmad Cahyadi