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All Journal Relevancia: Jurnal Pendidikan dan Pembelajaran Glosains: Jurnal Sains Global Indonesia
Shofia Salsabila
Universitas Garut
Religion Languange, Linguistic, Communication & Media Mathematics Other

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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.
Strategi Peningkatan Kualitas La Strategi Peningkatan Kualitas Layanan Gizi RSU Nurhayati Garut dan Pengembangan sebagai Profit Center Shofia Salsabila; Minto Yuwono
Relevancia: Jurnal Pendidikan dan Pembelajaran Inovasi Pembelajaran
Publisher : CV Edujavare Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70610/rjp.vi.846

Abstract

Pelayanan gizi di rumah sakit memiliki peranan penting dalam mendukung penyembuhan pasien, namun masih dihadapkan pada tantangan seperti tingginya sisa makanan dan kurangnya tindak lanjut diet pasien. Penelitian ini bertujuan untuk menganalisis kelayakan layanan gizi di RSU Nurhayati Garut sebagai profit center melalui pendekatan mix method dengan desain concurrent triangulation. Data dikumpulkan dari 10 informan internal dan 82 pasien rawat inap, serta dianalisis menggunakan Model Bisnis Kanvas, analisis SWOT, dan pendekatan SERVQUAL untuk menilai kualitas layanan. Hasil menunjukkan bahwa RSU Nurhayati memiliki potensi untuk mengembangkan layanan gizi menjadi unit yang mandiri secara finansial melalui penyediaan catering sehat dan konsultasi gizi berbasis digital. Skor kualitas pelayanan mencapai 78,88% yang tergolong baik. Strategi pengembangan yang diusulkan meliputi pelatihan SDM, inovasi produk, digitalisasi layanan, perluasan segmen pasar, dan efisiensi operasional. Penelitian ini menyimpulkan bahwa dengan perencanaan strategis yang tepat, layanan gizi RSU Nurhayati dapat ditingkatkan kualitasnya sekaligus dikembangkan sebagai sumber pendapatan rumah sakit.
Co-Authors Henry M.P. Siahaan Hera Laxmi Devi Septiani Minto Yuwono