Trends of Service Quality Researches in Indonesian Health Journals Over The Last Five Years : A Literature Review

Abstract

Quality, considered a key element in distinguishing and providing a competitive edge in services, is a potential source for long-term sustainability. Therefore, it is essential to measure and enhance the level of quality. This research aims to examine trends in healthcare service quality research. The method employed is content analysis based on articles from accredited SINTA journals published in the last five years. Aspects investigated include the number of annual article publications, research types, research subjects, types of healthcare institutions, service types, data collection instruments, and data analysis methods. Among the published articles, the most dominant research type is quantitative with correlation analysis. Patients are the most frequently targeted research subjects in studies of healthcare service quality. Hospitals and community health centres are common research locations due to their wide range of services. In the context of the findings of this research, several recommendations have been made for future studies that prioritize the development of service quality and patient satisfaction. These recommendations include efforts to diversify the types of research conducted and select more accurate data analysis techniques.