Assessing Customer Service Satisfaction Levels in Private Healthcare Hospitals: A Focus on Health Information Management and Patient Experience

Abstract

This study aimed to assess the level of customer service satisfaction by surveying patients who had follow-up check-ups or were admitted in one of the private healthcare services in the city of Zamboanga, Philippines. A total of 100 patients were randomly selected for the survey. The majority had completed either elementary or college education, and hypertension was the most common reason for hospitalization. The results showed that ZAMPEN exceeded patient expectations in service delivery, with the highest satisfaction observed in "Tangibility," which refers to the physical appearance and facilities of the hospital. However, the study also noted that deficiencies in certain SERVQUAL dimensions could indicate deeper organizational issues. Recommendations to further improve patient satisfaction include enhancing the hospital environment, care quality, resource availability, security, cost, and personal interactions with staff.