SERVICE QUALITY AND LEAN MANAGEMENT: EMPIRICAL STUDY AMONG DENTAL HOSPITALS IN INDONESIA
Клучни зборови:
service quality, patient satisfaction, dental hospitals, IndonesiaАпстракт
The present research aims to evaluate service quality and lean management among dental hospitals in Indonesia. This study employs a quantitative descriptive research approach to achieve the research objectives by testing a set of hypotheses. The data collection is employing a self-administered questionnaire to collect primary data from 350 patients in Indonesian dental hospitals with particular reference to Jakarta and Bali. The research findings reveal that patients in Indonesia expect more from a private hospital, whether it is located in Bali or Jakarta. Likewise, these patients have slightly lower expectations from public hospitals regardless of the hospital location.
JEL: O14; I10; I15; I18
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