Article Sidebar

Download
Download PDF
Statistic
Read Counter : 49 Download : 15

Downloads

Download data is not yet available.

Main Article Content

Abstract

This study seeks to determine service quality based on SERVQUAL dimension — tangibles, reliability, responsiveness, assurance, and empathy — and its impact on customer satisfaction at Dzahira Medika Clinic. This sort of research employs a quantitative methodology. This study employs a descriptive approach. The population in this study was an average of 20 patients of Dzahira Medika Clinic per day, while this study was conducted for 7 days, the research sample was 104 people obtained from the Slovin formula. This study gathered primary data by administering a questionnaire to respondents that used a 1–5 point Likert scale. Data analysis was performed with the assistance of IBM SPSS Statistics version 27 software. The Research reveal that Service Quality based on SERVQUAL dimension — tangibles, reliability, responsiveness, assurance, and empathy —has a positive and significant impact on Customer Satisfaction at Dzahira Medika Clinic. This study provides an understanding of how service quality impact customer satisfaction at Dzahira Medika Clinic. The five SERVQUAL dimensions work synergistically to enhance customer satisfaction at Dzahira Medika Clinic. This finding provides valuable insight for management to improve customer satisfaction through good service quality.

Keywords

Service Quality Customer Satisfaction Service Dimensions Patient Satisfaction Healthcare Industry

Article Details

Creative Commons License

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

How to Cite
Vera, L. O., Rumalessin, U. A. T. ., & Alamsyah, R. . (2025). Service Quality Based on SERVQUAL Dimension and Its Impact on Customer Satisfaction at Dzahira Medika Clinic. Economics and Digital Business Review, 6(2), 1357–1367. https://doi.org/10.37531/ecotal.v6i2.2688
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Agustine, G. T. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Intelektualita: Keislaman, Sosial, Dan Sains, 13(2), 422–426. https://doi.org/10.19109/intelektualita.v30i2.25998
  2. Al-Mhasnah, A. M., Salleh, F., Afthanorhan, A., & Ghazali, P. L. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Letters, 8(12), 1413–1420. https://doi.org/10.5267/j.msl.2018.10.003
  3. Angely, G., Tampi, J. R. E., & Mukuan, D. D. S. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. – Daihatsu Malalayang. Jurnal Administrasi Bisnis, 8(2), 51. https://doi.org/10.35797/jab.8.2.2019.23562.51-59
  4. Aprilia, N. R., & Ridhaningsih, F. (2025). The Influence of Customer Relationship Management ( CRM ) and Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Bening ’ s Clinic Padang Beauty Clinic. International Journal of Economics and Management Research, 4(1), 339–349. https://doi.org/10.55606/ijemr.v4i1.312
  5. Arsyad, M. R. P. S. (2023). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Mirai Management, 8(2), 183–197.
  6. Cho, A. T. (2024). The impact of service quality on customer satisfaction and customer loyalty of Chan Myae Nay Chi hospital in Hmawbi, Myanmar. Swiss School of Business Research.
  7. Gulo, M., Zai, K. S., & Lase, N. K. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di CV. Golden Mart Kota Gunungsitoli. Jurnal EMBA, 10(4), 1290–1298.
  8. Hamzah, A., Ainun, A., & Muliyana, N. P. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Servis Handphone Pada Toko Kandilo Cell Com di Tanah Grogot. Epsilon: Journal of Management (EJoM), 1(2), 68–79.
  9. Hossain, M. M. (2025). Evaluating Service Quality in the Bangladeshi Retail Sector: A Dual Model Approach Using SERVQUAL and S-LARGE on Aarong. Noakhali Science and Technology University.
  10. Imran, I., Yulihasri, Y., Almasdi, A., & Syavardie, Y. (2021). Dampak Kualitas Pelayanan Terhadap Kepuasan Pasien Puskesmas. Jurnal Penelitian Dan Pengembangan Sains Dan Humaniora, 5(3), 389–396. https://doi.org/10.23887/jppsh.v5i3.40846
  11. Ismoerida, I., & Puspitasari, D. (2021). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pasien Serta Implikasinya Terhadap Loyalitas Pelanggan di Klinik Mega Kartika. Jurnal Manajemen, 7(2), 15–30. https://ejournal.borobudur.ac.id/index.php/manajemen/article/view/681
  12. Kasinem, K. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329. https://doi.org/10.31851/jmwe.v17i4.5096
  13. Kotler, P., & Keller, K. L. (2019). Marketing Management (15th ed.). Pearson Education.
  14. Kusnadi, K., & Ruknan, R. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT TRIJAYA LESTARI DI JAKARTA. Jurnal Ilmiah PERKUSI, 2(1), 105–110.
  15. Mahira, M., Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. KORELASI Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2, 1267–1283.
  16. Prihandoyo, C., Juwari, J., & Gerhana Iriyanti, A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Klinik Henny Dental Care. Jurnal GeoEkonomi, 12(2), 167–179. https://doi.org/10.36277/geoekonomi.v12i2.161
  17. Putera, W. A., Cipta, I. P. A. E. Y., Yudistira, I. G. A., Puspita, N. W. D., & Pramesti, I. E. B. (2025). The Influence of Service Quality Dimensions and E-Commerce Image on Service User Satisfaction Levels. Sinkron : Jurnal Dan Penelitian Teknik Informatika, 9(2), 776–787. https://doi.org/10.33395/sinkron.v9i2.14685 e-ISSN
  18. Putranto, A. T. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada PT Printex Jaya Sembada Di Serpong Tangerang. Jurnal Ilmiah PERKUSI, 2(1), 145–151. https://doi.org/10.32493/j.perkusi.v2i1.17636
  19. Rahayu, S., & Wati, L. N. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Dan Dampaknya Terhadap Loyalitas Pelanggan. Jurnal Ekobis: Ekonomi, Bisnis, Dan Manajemen, 8(2), 117–122. http://ejournal.stiemj.ac.id/index.php/ekobis
  20. Rahman, A., & Winarno, S. H. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada CV. Jaya Motor Bekasi. Jurnal Pemasaran Kompetitif, 3(1), 99–106. https://doi.org/10.32493/jpkpk.v3i1.3622
  21. Saputro, A. H., Rochmawati, I., & Saleha, E. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pasien BPJS Poli Penyakit dalam Rumah Sakit Bhayangkara Pontianak. Ranah Research : Journal of Multidisciplinary Research and Development, 6(5), 1707–1717. https://doi.org/10.38035/rrj.v6i5.996
  22. Setiawan, A., Djuhartono, T., & Sodik, N. (2022). Pengaruh Kualitas Pelayanan Karyawan terhadap Kepuasan Pelanggan di Gerai Indomaret Kertamukti. Jurnal Arastirma, 2(1), 116–121. https://doi.org/10.32493/arastirma.v2i1.16853
  23. Setyawan, A., Hsu, H. C., Chiou, S. J., Wu, W. C., Chuang, K. Y., & Chuang, Y. C. (2025). Satisfaction with healthcare services and related factors among Indonesian migrant workers in Taiwan: a cross-sectional survey study. BMC Health Services Research, 25(1). https://doi.org/10.1186/s12913-025-12722-9
  24. Siswadi, F., Muharam, H., & Hannan, S. (2019). Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Jurnal Pustakawan Indonesia, 18(1), 42–53.
  25. Sugiyono, P. D. (2017). Metode penelitian bisnis: pendekatan kuantitatif, kualitatif, kombinasi, dan R&D. Penerbit CV. Alfabeta: Bandung, 225(87), 48-61.
  26. Surti, I., & Anggraeni, F. N. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 3(3), 261–270. https://doi.org/10.5281/zenodo.3930684
  27. Tjiptono, F., & Chandra, G. (2019). Service, Quality Dan Customer Satisfaction Edisi 5.
  28. Zaini, A. A. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi pada Konsumen “Warung Bek Mu 2” Banjaranyar Paciran Lamongan). AL Maqashid : Journal of Economics and Islamic Business, 2(2), 47–54.