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All Journal Indonesian Journal of Global Health Research
Shienny Kuncoro
Universitas Halu Oleo

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Service Quality and Patient Satisfaction Assessment Using Servqual and ZoT Models Shienny Kuncoro; Wahyuni Wahyuni; Adryan Fristiohady; Muhammad Arba; Suryani Suryani; Nur Illiyyin Akib
Indonesian Journal of Global Health Research Vol. 8 No. 4 (2026): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v8i4.1619

Abstract

Healthcare service quality is a critical determinant of patient satisfaction, particularly in primary healthcare settings such as Puuwatu Primary Healthcare Center, which continues to receive complaints regarding service timeliness, staff courtesy, and physical facilities. Objective: This study aimed to assess service quality at Puuwatu Primary Healthcare Center and to identify service dimensions requiring improvement using the SERVQUAL and Zone of Tolerance (ZoT) models. Method: This descriptive quantitative study involved 100 outpatients selected using the Slovin formula. Data were collected through a structured questionnaire comprising 29 SERVQUAL indicators and were analyzed using gap (GAP) scores, Mean Service Adequacy (MSA), Mean Service Superiority (MSS), and ZoT analysis. Result: The findings revealed negative GAP scores across all service dimensions, indicating that the services provided did not meet patient expectations. ZoT analysis demonstrated that only the assurance dimension achieved a positive score, while responsiveness, empathy, and reliability remained within the tolerance zone but below expected standards. The tangible dimension exhibited the highest level of dissatisfaction. Conclusion: Service quality improvement efforts should prioritize upgrading physical facilities and strengthening service consistency and responsiveness to enhance overall patient satisfaction.
Co-Authors ,, Suryani Arba, Muhammad Fristiohady, Adryan Nur Illiyyin Akib Wahyuni Wahyuni