Service Failure in the Hospital Industry_ The Indonesian Experien.pdf

University of Wollongong
Research Online
Partnerships, Proof and Practice - International
Nonprofit and Social Marketing Conference 2008 -
Proceedings
Faculty of Social Sciences
2008
Service Failure in the Hospital Industry: The
Indonesian Experience
L. Alfansi
University of Bengkulu, Indonesia
F. T. Atmaja
University of Bengkulu, Indonesia
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Publication Details
This conference paper was originally published as Alfansi, L. and Atmaja, F. T., Service Failure in the Hospital Industry: The
Indonesian Experience, Partnerships, Proof and Practice - International Nonprofit and Social Marketing Conference 2008, University
of Wollongong, 15-16 July 2008.

Service Failure in the Hospital Industry: The Indonesian Experience
Abstract
The main objective of the study is to examine dimensions of service failures in the hospital industry. The
primary study was conducted in four cities in Bengkulu province, Southwest Sumatra, Indonesia. Self-
administered questionnaires were distributed in the survey to collect the dataset. The number of
questionnaires distributed in the survey was 300 and 300 questionnaires were returned and analyzed. Factor
analysis and cluster analysis were employed to the dataset. The result of the analysis reveals that service failure
constructs can be categorized into six underlying dimensions such as Medical reliability errors, Physical
evidences errors, Poor information, Medical treatment errors, Costly service, and Complaint handling failures.
The study also indicates that hospital patients can be clustered into three segments, namely demanding
segment, complainer segment, and salient patient segment. Service failure dimensions and the clusters found
can be used by hospitals in Indonesia to improve their service process and delivery.
Publication Details
This conference paper was originally published as Alfansi, L. and Atmaja, F. T., Service Failure in the Hospital
Industry: The Indonesian Experience, Partnerships, Proof and Practice - International Nonprofit and Social
Marketing Conference 2008, University of Wollongong, 15-16 July 2008.
This conference paper is available at Research Online:

Service Failure in the Hospital Industry: The Indonesian Experience
Lizar Alfansi and Ferry Tema Atmaja, University of Bengkulu, Indonesia
Abstract
The main objective of the study is to examine dimensions of service failures in the hospital
industry. The primary study was conducted in four cities in Bengkulu province, Southwest
Sumatra, Indonesia. Self-administered questionnaires were distributed in the survey to collect
the dataset. The number of questionnaires distributed in the survey was 300 and 300
questionnaires were returned and analyzed.