CONCEPTUALISATION OF SERVICE QUALITY, LEAN MANAGEMENT AND PATIENTS’ SATISFACTION AMONG DENTAL HOSPITALS IN INDONESIA

Yaya Aria Santosa, S. M. Ferdous Azam

Abstract


Patient satisfaction is the outcome of health services, so that patient satisfaction is one of the goals of improving the quality of health services that need to be considered by the hospital in this era of competition. Patients or communities getting satisfaction on health services held will tend to comply with advice, loyalty or obedience to an agreed treatment plan. Customers can also be said to be satisfied if what they receive are more significant than what they expected. Therefore, every hospital needs a healthcare quality assurance approach which is one of the essential tools for the company that manages or plans health services. For that, the current paper emphasises on the conceptualisation of service quality, lean management and patients’ satisfaction among dental hospitals in Indonesia. The dental hospitals in Indonesia should highlight the institution’s ability to manage the tangibility dimension and improve assurance and empathy dimensions. Moreover, Indonesian hospitals should stress on tangibility and reliability while boosting the most crucial dimension called empathy.

 

JEL: O14; I10; I15; I18

 

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conceptualization, service quality, lean management, patients’ satisfaction, dental hospitals, Indonesia

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DOI: http://dx.doi.org/10.46827/ejefr.v0i0.754

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