Yaya Aria Santosa, S. M. Ferdous Azam


The present research aims to evaluate service quality and lean management among dental hospitals in Indonesia. This study employs a quantitative descriptive research approach to achieve the research objectives by testing a set of hypotheses. The data collection is employing a self-administered questionnaire to collect primary data from 350 patients in Indonesian dental hospitals with particular reference to Jakarta and Bali. The research findings reveal that patients in Indonesia expect more from a private hospital, whether it is located in Bali or Jakarta. Likewise, these patients have slightly lower expectations from public hospitals regardless of the hospital location.


JEL: O14; I10; I15; I18


Article visualizations:

Hit counter



service quality, patient satisfaction, dental hospitals, Indonesia

Full Text:



Al-Hawary S. I. S. (2012). Healthcare services quality at private hospitals, from patients’ perspective: A comparative study between, Jordan and Saudi Arabia, African Journal of Business Management, 6(22); 6516-6529.

Al-Neyadi, H. S., Abdallah, S., & Malik, M. (2016). Measuring PS of healthcare services in the UAE hospitals: Using SERVQUAL. International Journal of Healthcare Management, 1-10.

Alrubaiee, L., & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare quality–patient trust relationship. International Journal of Marketing Studies, 3(1), 103.‏

Andaleeb, S. S. and Millet, I. (2010). Service experiences in hospitals in Bangladesh: are there gender inequities?, International Journal of Healthcare Quality Assurance, 23, (6), 591 – 606.

Anderson, E. (1995). Measuring service quality and a university health clinic. International Journal of Healthcare assurance, 8(2), 32-37.

Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. J. Bus. Res. 24, 253 – 268.

Brady, M. K., and Cronin, J. J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a

Brook, R. H., McGlynn, E. A., & Cleary, P. D. (1996). Measuring quality of care.‏

Brown, T. J., Cudeck, G. A. Jr., and Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69, (1), 127-39.

Butt, M. M. and Run, E. C. (2010) “Private healthcare quality: applying a SERVQUAL model”, International Journal of Healthcare Quality Assurance, 23, (7),658-673.

Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.

Camilleri, D. & O’Callaghan, M. (1998). Comparing public and private care service quality. International Journal of Healthcare Quality Assurance, 11(4), 127-33.

Chan, C., Entrekin, L., & Anderson, C. (2003). Psychometric assessment of the perception of service quality. Research and Practice in Human Resource Management, 11(1), 65-74.

Clow, K. E., & Vorhies, D. W. (1993). Building a competitive advantage for service firms. Journal of Services Marketing, 7(1), 22-32.

Cong. N. T & Mai. N. T. T (2014). Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals Journal of Emerging Economies and Islamic Research, 2(1), 1-13.

Cronin, J. J. Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing 56(7), 55-68.

Cronin, J. J., Brady, M. K., & Hult, T. M. (2000). Assessing the effects of quality, value, customer satisfaction on consumer behavioral intention lean management. Journal of Retailing, 76(2), 193-218.

Duffy, J. A., Duffy, M., & Kilbourne, W. E. (2001). A comparative study of resident, family, and administrator expectations for service quality in nursing homes. Healthcare Management Review, 26(3), 75-85.

Eiriz, V., & António Figueiredo, J. (2005). Quality evaluation in healthcare services based on customer-provider relationships. International Journal of Healthcare Quality Assurance, 18(6), 404-412.‏

Finn, D. W., & Lamb, C. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. Advances in Consumer Research, 18, 338-357.

Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach. Wiley, New York, NY.

Grönroos, C. (2001). The Perceived Service Quality Concept – A Mistake. Managing Service Quality, 11, (3), 150-152

Hair, J. F. J., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). Englewood Cliffs, NJ: Prentice-Hall.

Headley, D. E., & Miller, S. J. (1993). Measuring service quality and its relationship to future consumer behavior. Journal of Healthcare Marketing, 13(4).

Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.

Ladhari, R. (2008). Alternative measures of service quality: A review. Managing Service Quality, 18 (1), 65-86.

Lee, H., Delene, L. M., Bunda, M. A., & Kim, C. (2000). Methods of measuring health-care service quality. Journal of Business Research, 48(3), 233-246.‏

Lehtinen, J. R., and Jukha, M. C. (1985). Applications of Service Quality and Services Marketing in Healthcare Organizations, Building Marketing Effectiveness in Healthcare, Academy of Health Sciences Marketing, D. Terry Paul (ed.), pp.45-48.

Lim, P. and Tang, N., (2000). Study of patients’ expectations and satisfaction in Singapore Hospitals, International Journal of Healthcare Quality Assurance, 13 (7), pp.290-9.

Manaf, N. H. A. (2005). Quality management in Malaysian public healthcare, International Journal of Healthcare Quality Assurance, 18, (3), 204 – 216.

McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement. Journal of Healthcare Marketing, 14(3), 34–40

Naidu, Aditi. (2009). Factors affecting patient satisfaction and healthcare Quality. International Journal of Healthcare Quality Assurance, 22, (4), 366-381.

Nekoei-Moghadam M., Amiresmaili M. (2011). Hospital services quality assessment: hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. Int J Healthcare Qual Assu; 24: 57–66.

Øvretveit, J. (2004). Nordic privatization and private healthcare. The International journal of health planning and management, 18(3), 233-246.‏

P. Pai, Y., & T. Chary, S. (2013). Dimensions of hospital service quality: A critical review: Perspective of patients from global studies. International journal of healthcare quality assurance, 26(4), 308-340.

Parasuraman, A. (2000). Superior customer service and marketing excellence: two sides of the same success coin. Vikalpa, 25 ,( 3), 3-13.

Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67 (4), 420-50.

Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1993). More on improving service quality measurement.

Parasuraman, A., V. A. Zeithaml and L. L. Berry (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing: 41-50.

Parasuraman, A., V. A. Zeithaml and L. L. Berry (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing 64(1): 12.

Parasuraman, A., Zeithaml, V., and Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, spring, pp. 21-40.

Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70 ,( 3), 201-30.

Pollack, Birgit Leisen (2008). The nature of the service quality and satisfaction relationship. Managing Service Quality, 18 ,( 6), 537-558.

Ramsaran-Fowdar, R. R. (2008). The relative importance of service dimensions in a healthcare setting, International Journal of Healthcare Quality Assurance, (1), 104-124.

Reidenbach, E. R. and Sandifer-Smallwood, B. (1990). Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach. Journal of Healthcare Marketing, 10, ( 4), 47- 55.

Rust, R. T., & Oliver, R. L. (Eds.). (1994). Service quality: New directions in theory and practice. Thous and Oaks, CA: Sage Publication, Inc.

Sekaran, U., & Bougie, R. (2010). Research Methods for Business: A Skill. Building Approach. UK: John Wiley.

Strasser, R. (2003). Rural health around the world: challenges and solutions. Family practice, 20(4), 457-463.‏

Svensson, G. (2006). New aspects of research into service encounters and service quality. International Journal of Service Industry Management, 17 ( 3), 245-57.

Teshnizi, S. H., Aghamolaei, T., Kahnouji, K., Teshnizi, S. M. H., & Ghani, J. (2018). Assessing quality of health services with the SERVQUAL model in Iran. A systematic review and meta-analysis. International Journal for Quality in Healthcare, 30(2), 82-89.

Thawesaengskulthai, N., Wongrukmit, P., & Dahlgaard, J. J. (2015). Hospital service quality measurement models: patients from Asia, Europe, Australia and America. Total Quality Management & Business Excellence, 26(9-10), 1029-1041.

Untachai, S. (2013). Modeling service quality in hospital as a second order factor, Thailand. Procedia-Social and Behavioral Sciences, 88, 118-133.‏

Yousa pron paiboon, K., & William C. (2013). A Comparison of Service Quality between Dental hospitals in Thailand, International Journal of Business and Social Science, 4(11), 176- 184.

Zeithaml V. A., Parasuraman A. and Berry L. L. (1985). Problems and Strategies in Services Marketing. Journal of Marketing, 49, 33- 46.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, (1), 1-12.



  • There are currently no refbacks.

Copyright (c) 2020 Yaya Aria Santosa, S. M. Ferdous Azam

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2017-2023. European Journal of Management and Marketing Studies (ISSN 2501 - 9988) is a registered trademark of Open Access Publishing GroupAll rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.