Improving Outpatient Service Quality at Urip Sumoharjo Hospital in Bandar Lampung: A Service Quality and Management Approach using Service Blueprint

Authors

  • Susi Indriyani Mitra Indonesia University
  • Dwi Nurahman Mitra Indonesia University

DOI:

https://doi.org/10.18592/ajieb.v3i2.18564

Abstract

Service quality is crucial in healthcare settings, impacting both patient satisfaction and hospital performance. At Urip Sumoharjo Hospital in Bandar Lampung, operational challenges such as long waiting times, inefficient queuing systems, and coordination issues have hindered the quality of outpatient services. This study aims to analyze the outpatient service process using a Service Quality Management approach, employing the service blueprinting technique to identify fail points and design service process improvements that better respond to patient needs. The research applies a qualitative exploratory method, using data collection techniques such as direct observation, in-depth interviews, and document review. The findings indicate several service weaknesses, including long waiting times, a non-integrated queuing system, limited waiting areas, and insufficient interdepartmental coordination. By applying service blueprinting and process redesign, the study proposes several improvements, including strengthening the hospital information system, implementing an appointment-based flow, and enhancing frontliner competencies to deliver faster, more accurate, and empathetic services. Key issues such as long wait times, fragmented patient flows, and poor communication are explored, and strategic solutions, including digital registration systems, real-time queuing, and enhanced frontliner training, are recommended. The study emphasizes how improving service quality through these management interventions can enhance hospital efficiency, patient satisfaction, and long-term sustainability. The findings contribute to the growing body of knowledge on service management in healthcare systems, specifically in the context of private hospitals in Indonesia.

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Published

2025-12-21

How to Cite

Indriyani, S., & Dwi Nurahman. (2025). Improving Outpatient Service Quality at Urip Sumoharjo Hospital in Bandar Lampung: A Service Quality and Management Approach using Service Blueprint. Asian Journal of Islamic Economics and Business, 3(2). https://doi.org/10.18592/ajieb.v3i2.18564

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Section

Articles