Service Quality and Patient Satisfaction Assessment Using Servqual and ZoT Models
DOI:
https://doi.org/10.37287/ijghr.v8i4.1619Keywords:
primary healthcare center, SERVQUAL, ZoTAbstract
Healthcare service quality is a critical determinant of patient satisfaction, particularly in primary healthcare settings such as Puuwatu Primary Healthcare Center, which continues to receive complaints regarding service timeliness, staff courtesy, and physical facilities. Objective: This study aimed to assess service quality at Puuwatu Primary Healthcare Center and to identify service dimensions requiring improvement using the SERVQUAL and Zone of Tolerance (ZoT) models. Method: This descriptive quantitative study involved 100 outpatients selected using the Slovin formula. Data were collected through a structured questionnaire comprising 29 SERVQUAL indicators and were analyzed using gap (GAP) scores, Mean Service Adequacy (MSA), Mean Service Superiority (MSS), and ZoT analysis. Result: The findings revealed negative GAP scores across all service dimensions, indicating that the services provided did not meet patient expectations. ZoT analysis demonstrated that only the assurance dimension achieved a positive score, while responsiveness, empathy, and reliability remained within the tolerance zone but below expected standards. The tangible dimension exhibited the highest level of dissatisfaction. Conclusion: Service quality improvement efforts should prioritize upgrading physical facilities and strengthening service consistency and responsiveness to enhance overall patient satisfaction.
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