Service Performance of Indonesian Private Hospitals: An Empirical Study Using the SERVPERF and IPA Approach

Patient perceptions have become an important component in determining the quality of a hospital’s service. This study attempts to analyze hospital performance from customer perspective by adopting SERVPERF method through five variables, namely tangibles, reliability, assurance, responsiveness, and empathy, with aim identifying recommending areas that needs focus on. A total 100 respondents as outpatients were involved this study. The cross-sectional survey was conducted online using Google Forms during pandemic 2020. According research findings, hospital's overall is 4.24. Three indicators low but high importance examined IPA. fishbone diagram used identify source these be reason propose recommendations. limited outpatient care departments private Yogyakarta, Indonesia. However, its findings implications for managers measuring their patients' perspective.