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All Journal Inkubis: Jurnal Ekonomi dan Bisnis Glosains: Jurnal Sains Global Indonesia
Hera Laxmi Devi Septiani
Universitas Garut
Economics, Econometrics & Finance

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Bridging Service Quality Gaps in Hospital Nutrition Service: An Integrated SERVQUAL and Kano Model Analysis Hera Laxmi Devi Septiani; Shofia Salsabila; Henry M.P. Siahaan
Glosains: Jurnal Sains Global Indonesia Vol. 7 No. 3 (2026): Glosains: Jurnal Sains Global Indonesia
Publisher : Sekolah Tinggi Agama Islam Kuningan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59784/glosains.v7i3.794

Abstract

Background: Hospital nutrition services support patient recovery and healthcare quality; however, unmet service attributes still cause dissatisfaction. Although service quality has been widely studied, the integration of SERVQUAL and the Kano Model for evaluating hospital nutrition services remains limited. Objective: This study aimed to assess patient satisfaction with hospital nutrition services in West Java by applying an integrated SERVQUAL and Kano Model approach to identify service quality gaps and prioritize areas for improvement. Methods: A cross-sectional quantitative study with a descriptive-analytical design was conducted involving 99 hospitalized patients receiving nutrition services at a hospital in West Java. Participants were selected using purposive sampling and had received nutrition services for at least two days. Data were collected using SERVQUAL and Kano Model questionnaires. SERVQUAL analysis measured the gap between patients' perceptions and expectations across five service quality dimensions, while the Kano Model classified service attributes according to their influence on patient satisfaction. Results: All SERVQUAL dimensions showed negative gap scores, indicating that patients' expectations exceeded their perceptions of the nutrition service. The largest gaps were observed in the assurance (Gap = −0.90), responsiveness (Gap = −0.88), and empathy (Gap = −0.87) dimensions, suggesting that these areas should be prioritized for service quality improvement. Kano analysis revealed that most service attributes were classified as attractive and one-dimensional, indicating that improvements in menu quality, food presentation, staff friendliness, and service responsiveness have the greatest potential to enhance patient satisfaction. Conclusion: The integration of SERVQUAL and the Kano Model effectively identifies priority areas for enhancing hospital nutrition services, particularly in the reliability and responsiveness dimensions. This integrated approach provides a systematic framework for improving service quality based on patient expectations and satisfaction determinants.
From Financial Literacy to Fintech Adoption: Trust as a Mediating Mechanism in an Extended TAM–TPB Framework Hera Laxmi Devi Septiani; Irfan Nabhani; Nurul Qurrota A’ini
Inkubis : Jurnal Ekonomi dan Bisnis Vol. 8 No. 2 (2026): INKUBIS Jurnal Ekonomi Dan Bisnis
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/inkubis.v8i2.279

Abstract

Background: The rapid growth of financial technology has transformed access to financial services in Indonesia, promoting greater financial inclusion. However, concerns about trust, security, financial literacy, and ease of use continue to influence user adoption. This study investigates the effects of financial literacy, trust, and perceived ease of use on fintech adoption intention by integrating the Technology Acceptance Model (TAM) and Theory of Planned Behaviour (TPB). Objective: This research seeks to delineate the antecedents of fintech adoption intent in Indonesia by enriching the TAM–TPB architecture with financial literacy, trust, and perceived ease of use constructs, while probing the intermediary function of trust. Methods: Primary data were gathered from 315 Indonesian fintech users via a structured survey instrument. Results: The analysis revealed that financial literacy exerts favorable effects on trust, perceived ease of use, and adoption intention. Trust emerged as a consequential intermediary amplifying the pathway from financial literacy to usage intent. Additionally, PEOU was directly related to ITU without mediating the connection between FL and ITU. Trust was an important factor in ITU, specifically in developing markets where users had security concerns. The most effective method used by fintech providers to build trust was to offer open and safe platforms, as well as to enhance FL in increasing ITU. Conclusion: This work enriches the technology adoption scholarship by augmenting TAM and TPB with financial knowledge, provider confidence, and usability dimensions, offering actionable guidance for regulators and platform operators in emerging markets.
Co-Authors Henry M.P. Siahaan Irfan Nabhani Nurul Qurrota A’ini Shofia Salsabila