Research Article
A Systematic Literature Review: Determinants of Hospital Service Quality
@INPROCEEDINGS{10.4108/eai.1-11-2023.2361388, author={Enza Resdiana and Kusdi Rahardjo and Tri Wulida Afriyanti and M. Kholid Mawardi}, title={A Systematic Literature Review: Determinants of Hospital Service Quality}, proceedings={Proceedings of the 6th Annual International Conference on Business and Public Administration, AICOBPA 2023, 1 November 2023, Malang, Indonesia}, publisher={EAI}, proceedings_a={AICOBPA}, year={2025}, month={12}, keywords={variable determinants service quality hospital systematic literature review prisma}, doi={10.4108/eai.1-11-2023.2361388} }- Enza Resdiana
Kusdi Rahardjo
Tri Wulida Afriyanti
M. Kholid Mawardi
Year: 2025
A Systematic Literature Review: Determinants of Hospital Service Quality
AICOBPA
EAI
DOI: 10.4108/eai.1-11-2023.2361388
Abstract
The low quality of hospital services is caused by patient dissatisfaction with the attitudes and behavior of staff, such as delays in doctor and nurse services, difficulty in seeing a doctor, lack of communication and information, lengthy hospital stays, and irregularities and cleanliness of the hospital environment. This article aims to explore conceptual research on service quality using a systematic literature review approach based on the PRISMA guidelines. Of the 25 articles analyzed, it was found that research on service quality focuses on three main variables, namely customer/patient satisfaction, revisit intention, and Behavioral intention. The results of the study indicate inconsistent influences between variables, with some studies finding significant effects and others not. These findings are expected to serve as a consideration for hospitals in improving service quality as a key determinant of patient satisfaction.
