https://mail.insyma.org/proceedings/files/original/articles/Ricky Fitriadiansyah.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title Service Quality in Practice: A Comprehensive Assessment of SERVQUAL Dimensions and Internal Competence at Sultan Agung Islamic Hospital Banjarbaru Author #1 Ricky Fitriadiansyah Author #2 Nuril Huda Author #3 RR Yulianti Prihatiningrum Author #4 Arief Budiman Author #5 Laila Refiana Said Abstract/Description Patient satisfaction has emerged as a critical indicator for evaluating hospital service performance, particularly in the inpatient care setting, which is characterized by intensive, personalized, and prolonged interactions. Previous research has extensively examined the relationship between service quality and patient satisfaction using the SERVQUAL model, which encompasses five primary dimensions: reliability, responsiveness, assurance, empathy, and tangibles. However, the majority of these studies tend to emphasize patient perceptions while neglecting the strategic role of internal organizational competencies such as employee training. This research addresses this gap by exploring the contribution of training programs to patients' perceptions of service quality. This study adopts a quantitative approach using a survey design, involving 160 inpatients at Sultan Agung Islamic Hospital Banjarbaru. Data were collected through a closed-ended questionnaire based on a Likert scale and analyzed using Structural Equation Modeling (SEM), reinforced by Spearman correlation tests and Importance-Performance Analysis (IPA). The results indicate that all dimensions of service quality significantly influence patient satisfaction. Among these, responsiveness emerged as the most influential factor, followed by empathy and assurance. Although employee training also demonstrated a statistically significant impact, its influence was relatively moderate. This suggests that training outcomes must be internalized into consistent and standardized service behavior to yield tangible benefits. The findings highlight the need for hospitals to focus not only on service outputs but also on cultivating an organizational learning system that prioritizes patient-centered experiences. keywords a;b;c;d Service Quality, Patient Satisfaction, SERVQUAL, Healthcare Service Management publication_date 2025/06/20 2025/06/15 pdf_url https://insyma.org/proceedings/files/articles/Ricky Fitriadiansyah.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/394 firstpage 510 lastpage 514 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 83 Volume 22 authors Ricky Fitriadiansyah, Nuril Huda, RR Yulianti Prihatiningrum, Arief Budiman, Laila Refiana Said Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Service Quality in Practice: A Comprehensive Assessment of SERVQUAL Dimensions and Internal Competence at Sultan Agung Islamic Hospital Banjarbaru Creator An entity primarily responsible for making the resource Ricky Fitriadiansyah, Nuril Huda, RR Yulianti Prihatiningrum, Arief Budiman, Laila Refiana Said