The Service Quality and Patients’ Willingness to Recommend a Hospital: A Cross-Sectional Analysis of Operational Survey Data
DOI:
https://doi.org/10.30994/jgrph.v11i1.629Keywords:
hospital service quality, patient experience, patient loyalty, willingness to recommend, word of mouthAbstract
Hospital service quality shapes patient experience and recommendations. This study examined the association between perceived service quality and patients' willingness to recommend a hospital. A cross-sectional analysis was conducted using secondary survey data from 306 randomly sampled respondents. Service quality was measured via 11 Likert-type indicators (Cronbach's alpha = 0.813); willingness to recommend was dichotomized (Yes/No). Descriptive statistics and simple binary logistic regression were applied. Most respondents were female (53.59%) and used the BPJS Kesehatan payment pathway (95.10%). The mean service-quality score was 3.80 (SD = 0.29), and 94.12% were willing to recommend the hospital. Logistic regression showed that every 0.1-point increase in the service-quality score was associated with higher odds of willingness to recommend (OR = 1.85; 95% CI = 1.50–2.29; p < 0.001). Perceived service quality significantly predicts recommendation willingness, supporting patient-experience improvement strategies, despite cross-sectional design limitations.
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