Service Quality Disparities in Public Healthcare: A Comparative Study of Customer Expectations and Perceptions in Urban and Remote Areas of Indonesia
DOI:
https://doi.org/10.62503/gr.v3i2.29Keywords:
Service Quality, Customer Expectation, Customer Perception, Healthcare Service Gap, Public ServiceAbstract
This study aims to analyze the gap between public expectations and perceptions of healthcare services in Indonesia, with a focus on four regions: DKI Jakarta, DI Yogyakarta, Papua, and Maluku. Employing a qualitative approach, the research is based on secondary data analysis to evaluate both customer expectations and perceived service quality. The findings reveal a significant disparity between what citizens expect and what they experience, particularly influenced by factors such as service quality, communication, infrastructure, and demographic characteristics. Regions with limited geographical accessibility and underdeveloped infrastructure—such as Papua and Maluku—demonstrate notably more negative perceptions compared to more urbanized areas like DKI Jakarta and DI Yogyakarta. The study concludes that addressing this gap requires strategic interventions, including improving healthcare worker competencies, leveraging appropriate technological innovations, and fostering honest and transparent communication between providers and patients. The study recommends continuous professional training for medical personnel, substantial investment in healthcare infrastructure, and the establishment of effective patient feedback mechanisms. These measures are essential to enhance patient satisfaction, build public trust, and strengthen loyalty toward healthcare services in Indonesia.
References
Afolabi, M. O., Daropale, V. O., Irinoye, A. I., & Adegoke, A. A. (2013). Health-seeking behaviour and student perception of health care services in a university community in Nigeria. Health, 05(05), 817–824. https://doi.org/10.4236/health.2013.55108
Agarwal, S., & Singh, R. (2023). Customers’ Perception Towards Accountability of Diagnostic Centres: Evidence from India. Journal of Multidisciplinary Healthcare, Volume 16, 2947–2961. https://doi.org/10.2147/JMDH.S425011
AYDIN, G. Z., & DİKMETAŞ YARDAN, E. (2019). A STUDY ON THE HEALTHCARE SERVICE QUALITY EXPECTATION AND PERCEPTION OF PATIENTS. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 6(2), 286–299. https://doi.org/10.30798/makuiibf.518567
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2017). Determinants of patient satisfaction: a systematic review. Perspectives in Public Health, 137(2), 89–101. https://doi.org/10.1177/1757913916634136
Cherouk Amr, Y., & Ahmed El, R. (2022). The Influence of Ducoffe’s Advertising Value Model on Health Care Service Quality Perception. International Journal of Management Technology, 9(2), 34–46. https://doi.org/10.37745/ijmt.2013/vol9n23446
Devita, D., Arso, S. P., & Nandini, N. (2019). SUCCESS FACTORS OF MENTORING AND SUPERVISION BY HOSPITAL SUPERVISORY AGENCY. Jurnal Administrasi Kesehatan Indonesia, 7(2), 192. https://doi.org/10.20473/jaki.v7i2.2019.192-198
Duc Thanh, N., Quynh Anh, P., Thi Huyen Chang, P., & Minh Nguyet, H. T. (2023). Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 60. https://doi.org/10.1177/00469580221146826
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Fauk, N. K., Hawke, K., Mwanri, L., & Ward, P. R. (2021). Stigma and Discrimination towards People Living with HIV in the Context of Families, Communities, and Healthcare Settings: A Qualitative Study in Indonesia. International Journal of Environmental Research and Public Health, 18(10), 5424. https://doi.org/10.3390/ijerph18105424
Geissler, G. L., & Rucks, C. T. (2011). The overall theme park experience: A visitor satisfaction tracking study. Journal of Vacation Marketing, 17(2), 127–138. https://doi.org/10.1177/1356766710392480
Ghildiyal, A. K., Devrari, J. C., & Dhyani, A. (2022). Quality of healthcare service and its influencing factors. International Journal of Health Sciences, 8609–8622. https://doi.org/10.53730/ijhs.v6nS3.8052
Heaton, J. (2004). Reworking Qualitative Data. SAGE Publications Ltd. https://doi.org/10.4135/9781849209878
Hosen, M. N., Lathifah, F., & Jie, F. (2021). Perception and expectation of customers in Islamic bank perspective. Journal of Islamic Marketing, 12(1), 1–19. https://doi.org/10.1108/JIMA-12-2018-0235
Kashf, S. M., raufi, D., Rakhshani, T., & Hashemi, H. (2019). Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran. Caspian Journal of Health Research, 4(1), 1–5. https://doi.org/10.29252/cjhr.4.1.1
Khamis, K., & Njau, B. (2014). Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania. BMC Health Services Research, 14(1), 400. https://doi.org/10.1186/1472-6963-14-400
Kondasani, R. K. R., Panda, R. K., & Basu, R. (2019). Better healthcare setting for better healthcare service quality. International Journal of Quality & Reliability Management, 36(10), 1665–1682. https://doi.org/10.1108/IJQRM-05-2018-0120
Maheswaran, S., & Ghosh, M. (2012). Customers’ Perception of Service Quality in a Training Institute. International Journal of Asian Business and Information Management, 3(4), 25–38. https://doi.org/10.4018/jabim.2012100103
Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook. Sage publications.
Mishra, V., & Sharma, M. G. (2021). Framework for Promotion of Medical Tourism: A Case of India. International Journal of Global Business and Competitiveness, 16(S1), 103–111. https://doi.org/10.1007/s42943-021-00027-7
Mohammad Mosadeghrad, A. (2013). Healthcare service quality: towards a broad definition. International Journal of Health Care Quality Assurance, 26(3), 203–219. https://doi.org/10.1108/09526861311311409
Mohammed, N., & Kumar, N. (2018). A Study on Perceived Service Quality in the Indian Rural and Urban Hospitals. IJEMR, 2(1), 9–17. https://doi.org/10.22662/IJEMR.2018.2.1.009
Mustika, Y. A., Nugrahaningtyas Wahjuning Utami, J., & Sukismanto, S. (2019). Association of Health Service Quality with Patient Satisfaction in Primary Healthcare Center of Gedongtengen Yogyakarta. Journal of Health Education, 4(1), 37–42. https://doi.org/10.15294/jhe.v4i1.20719
Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., & Rostami, and. (2016). Patients’ Expectations and Perceptions of Service Quality in the Selected Hospitals. Medical Archives, 70(2), 135. https://doi.org/10.5455/medarh.2016.70.135-139
Parasuraman, A. , Z. V. A. , & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pinasti Utami, Ghozali MT, Ingenida Hadning, & Firdhanita Liz Syafani. (2020). Patients’ Level of Satisfaction from Pharmaceutical Services Provided by Private Pharmacies Using the SERVQUAL Model Analysis. International Journal of Research in Pharmaceutical Sciences, 11(3), 3773–3779. https://doi.org/10.26452/ijrps.v11i3.2547
Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of Advances in Management Research, 16(1), 64–90. https://doi.org/10.1108/JAMR-01-2018-0008
Puspita, R., Surata, I. K., & Ishwari, J. (2023). Room Selling Price Role in Mediation of the Influence of Service Quality on Oyo Rooms Brand Equity in Sleman Area, Yogyakarta. International Journal of Applied Research in Tourism and Hospitality, 1(2), 134–144. https://doi.org/10.52352/ijarthy.v1i2.879
Ritchie, J., & Spencer, L. (1994). Qualitative data analysis for applied policy research (A. Bryman & R. G. Burgess, Eds.). Routledge.
Salam, F. M., Waspodo, N. N., Ningsih, I. W., Kartika, A. V., & Yanti, K. E. (2024). The Impact of Service Quality Factors on Inpatient Satisfaction at Ibnu Sina Hospital in 2023. Formosa Journal of Science and Technology, 3(5), 947–954. https://doi.org/10.55927/fjst.v3i5.9491
Senić, V., & Marinković, V. (2013). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37(3), 312–319. https://doi.org/10.1111/j.1470-6431.2012.01132.x
Serrano, C. I., Shah, V., & Abràmoff, M. D. (2018). Use of Expectation Disconfirmation Theory to Test Patient Satisfaction with Asynchronous Telemedicine for Diabetic Retinopathy Detection. International Journal of Telemedicine and Applications, 2018, 1–14. https://doi.org/10.1155/2018/7015272
Sharifirad, G., Shamsi, M., Pirzadeh, A., & Farzanegan, P. (2012). Quality gap in primary health care services in Isfahan: women′s perspective. Journal of Education and Health Promotion, 1(1), 45. https://doi.org/10.4103/2277-9531.104815
Sun, Z. (2015). A Perception Gap Model Based on the Dual Perspectives of Customer Value: A Conceptual Framework. Proceedings of the 2015 International Conference on Engineering Management, Engineering Education and Information Technology. https://doi.org/10.2991/emeeit-15.2015.67
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology, 11(3), 529–542. https://doi.org/10.1108/JHTT-02-2019-0030
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services Marketing Strategy. In Wiley International Encyclopedia of Marketing. Wiley. https://doi.org/10.1002/9781444316568.wiem01055
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Siti Sofiaturrohmah, Andi Kasman
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
1. Licence
Use of articles will be governed by the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International license as currently displayed on the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (CC BY-NC-SA 4.0).
2. Author(s)' Warranties
The author warrants that the article is original, written by the stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third-party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
The spirit of Government & Resilience is to disseminate articles published as freely as possible. Under the Creative Commons license, Government & Resilience permits users to copy, distribute, display, and perform the work. Users will also need to attribute authors and Government & Resilience for distributing works in journals and other media of publication.
4. Rights of Authors
Authors retain all their rights to the published works, such as (but not limited to) the following rights:
1. Copyright and other proprietary rights relating to the article, such as patent rights,
2. The right to use the substance of the article in future works, including lectures and books,
3. The right to reproduce the article for own purposes,
4. The right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal (Government & Resilience).
5. Co-Authorship
If the article was jointly prepared by more than one author, any author submitting the manuscript warrants that he or she has been authorized by all co-authors to agree on this copyright and license notice (agreement) on their behalf and agrees to inform his or her co-authors of the terms of this policy. Government & Resilience will not be held liable for anything that may arise due to the author's internal dispute. Government & Resilience will only communicate with the corresponding author.
6. Royalties
Being an open-access journal and disseminating articles for free under the Creative Commons license term mentioned, the author(s) are aware that Government & Resilience entitles the author(s) to no royalties or other fees.
