Inpatient Satisfaction and Service Quality Gap at Bireuen District General Hospital, Indonesia: A SERVQUAL Analysis

Patient satisfaction is one of the important indicators in evaluating the quality of hospital services. This study aimed to describe inpatient satisfaction and evaluate service quality gaps based on SERVQUAL dimensions among inpatients at Bireuen District General Hospital. This study employed a quantitative descriptive design with a cross-sectional approach. A total of 340 inpatients were selected using a consecutive sampling technique. Data collection was conducted using a SERVQUAL-based patient satisfaction questionnaire. Data analysis was performed using descriptive statistics and SERVQUAL gap analysis. The results showed Most respondents reported dissatisfaction with hospital services (67.1%), while only 32.9% were satisfied. All SERVQUAL dimensions had negative gap values, indicating that patients’ expectations had not been fully met. The largest negative gap was found in the responsiveness dimension (−2.40), followed by empathy (−1.09), tangible (−0.68), assurance (−0.51), and reliability (−0.28). These findings indicate that responsiveness and interpersonal aspects of healthcare services still need improvement. Although patient satisfaction has been widely studied in Indonesia, evidence regarding inpatient satisfaction and SERVQUAL dimensions in hospitals located in Aceh Province remains limited. Furthermore, few studies have explored the service quality gap between patient expectations and perceptions in regional referral hospitals. Therefore, this study was conducted to evaluate inpatient satisfaction and service quality gaps at Bireuen District General Hospital. This study concludes that inpatient services at Bireuen District General Hospital have not fully met patients’ expectations. Hospitals are expected to improve service responsiveness, communication, and patient-centered care to enhance patient satisfaction.