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All Journal Wacana, Jurnal Sosial dan Humaniora JMM (Jurnal Masyarakat Mandiri) Jurnal Trias Politika International Journal of Environmental, Sustainability, and Social Science Journal of Tourism Economics and Policy Journal of Social Research Jurnal Multidisiplin Madani (MUDIMA) Journal of Governance, Taxation, and Auditing Dewantara: Jurnal Pendidikan Sosial Humaniora Dharma Ekonomi Al-Zayn: Jurnal Ilmu Sosial & Hukum Sultan Adam : Jurnal Hukum dan Sosial Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan KREATIF: Jurnal Pengabdian Masyarakat Nusantara Optimal: Jurnal Ekonomi dan Manajemen
Rihi, David Wilfrid
Program Studi Ilmu Administrasi Negara, Universitas Nusa Cendana
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Analisis Kualitas Pelayanan Rawat Inap Kelas III Dewasa di RSUD Prof. Dr. W. Z. Johannes Kupang Celine Betania Ndun; Hendrik Toda; David Wilfrid Rihi
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 2 (2026): Juni: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i2.10797

Abstract

Healthcare service quality is a crucial indicator of hospital performance, particularly in Class III inpatient services that predominantly serve low-income communities. This study aims to analyze the quality of Class III adult inpatient services at RSUD Prof. Dr. W. Z. Johannes Kupang using the SERVQUAL framework, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A descriptive qualitative approach was employed. Data were collected through in-depth interviews, structured observations, and document analysis involving 30 informants consisting of patients, patients’ families, and healthcare workers, selected through purposive sampling. Data analysis followed the interactive model of Miles and Huberman, while data validity was ensured through source and method triangulation. The findings indicate that the overall quality of Class III adult inpatient services is categorized as fairly good. The dimensions of empathy, responsiveness, and assurance emerge as the main strengths, reflected in healthcare workers’ personal attention, prompt responses to patient needs, and adequate competence with high compliance to standard operating procedures. However, improvements are still required in the tangibles and reliability dimensions, particularly concerning inadequate physical facilities, limited patient privacy, suboptimal lighting and ventilation, unclear doctor visitation schedules, and inefficient manual administrative systems.
Co-Authors Adriana Rodina FALLO Adriana Rodina Fallo Agnes Stefani Koten Agus Suryono Ajis Salim Adang DJAHA Alfandy Florian Manuain Alfred Omri Ena Mau Andreas PENI Aspri Budi Oktavianto Cataryn V. Adam Celine Betania Ndun Daeng, Ernawati David B.W. Pandie Delila Anggelina Nahak Seran Delila Anggelina Nahak Seran Emilia GIE Ernawati DAENG Ernawati Daeng Ernawati Daeng FALLO, Adriana R. Hendrik Toda Hendrik Toda, Hendrik I Putu Yoga Bumi Pradana Indah Rosari Banoet Jacob Wadu Jeskhial Marton Raga Namu Jordan Indio MATA Juliaty Doko E. Eddo Huky lake, Primus Lay, Marthina Raga Lay, Martina Raga LINO, Maria M Maria Eldaloni Dahung Maria Elvira Bale Senda Maria M. Lino Marthina Raga LAY Marthina Raga Lay Melkisedek. N.B.C. NEOLAKA Nifu, Yabes I. NIGA, Jacoba Daud Niga, Jakoba Daud Oktavianus Nuwa Pah, Theny I. B. PENI, Andreas PENI, Andreas A. Peni, Andreas Azer ROHI, Bertjilistriani Lodo Romy Hermawan Rouwland Benyamin Seger, Marini Sari Dewi Seran, Delila Angelina Nahak Toda, Hendrik TUTHAES, Lydia Carolina Wadu, Jacob William Djani Yani Handani Seran