IKADONA LOGOS KAUKABA,QURROTUL AINI
DOI: https://doi.org/Introduction: Hospital Service Quality (HSQ) is increasingly recognized as a key determinant of patient satisfaction, loyalty, and overall healthcare outcomes. Numerous studies have explored elements such as employee professionalism, the work environment, and patient-centered care models. However, the existing literature remains fragmented, lacking a cohesive synthesis. Moreover, there is a notable absence of bibliometric analyses that map the intellectual structure, thematic evolution, and global collaboration networks in HSQ research.
Methods: This study employed a systematic literature review in combination with bibliometric analysis to explore global research trends in HSQ. Data were extracted from the Scopus database using the main keyword “Hospital Service Quality,” supplemented by related terms such as “Patient Satisfaction,” “Healthcare Management,” and “SERVQUAL.” The review covered publications from 2015 to 2024. After applying inclusion and exclusion criteria and removing duplicates, a total of 58 relevant documents were selected for analysis. Bibliometric tools were used to examine authorship patterns, country contributions, citation networks, and thematic clusters.
Results: The bibliometric analysis revealed a significant increase in HSQ-related publications over the past decade. Key contributors included specific authors, institutions, and countries, with a concentration of output in regions with advanced healthcare systems. Dominant research themes included the SERVQUAL model, patient satisfaction, employee engagement, and digital health innovations. The study also identified conceptual clusters and intellectual linkages across topics. However, there are noticeable gaps in the literature, particularly concerning the mediating role of employee commitment and the impact of internal organizational factors on service quality.
Discussion: The findings provide a detailed map of the HSQ research landscape, offering insights into its intellectual structure and emerging trends. Despite extensive research on patient outcomes and service metrics, areas related to internal hospital dynamics—such as organizational culture, employee motivation, and leadership—are underrepresented. This gap highlights the need for future studies to integrate internal organizational perspectives into the HSQ discourse. Additionally, the integration of technological advancements, especially in digital health, presents promising opportunities for improving hospital service delivery.
