Do the servicescape of public and private hospitals differ? The Malaysian context


Lai, Kim Piew and Chong, Siong Choy (2019) Do the servicescape of public and private hospitals differ? The Malaysian context. International Journal of Quality and Service Sciences, 11 (3). pp. 357-377. ISSN 1756-669X

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Purpose – This study aims to explore if public and private hospitals have differing servicescape attributes. Design/methodology/approach – The study uses a two-stage (EFA and CFA) procedure for identifying the servicescape attributes and examining their validity in the context of public and private hospitals. Findings – The findings indicate that, in different contexts, patients would expect different aesthetics of servicescape attributes and how they are influenced by the hospital premises. Research limitations/implications – It is interesting to note that: not all of the attributes that appear in both contexts are exactly the same; patients do not seem to face difficulties in analysing and interpreting directional cues, even though the spatial orientation in private hospitals is relatively smaller; the way patients of public hospitals draw inference about the ambient conditions is not consistent with private hospitals; and patients perceive that private hospitals pay special attention to developing a built environment that facilitates treatment and recovery process via interior layout, as well as decoration and architecture attributes. Practical implications – The study grounds the servicescape attributes and provides insights to effectively promote public and private hospitals. Originality/value – This study may be amongst the first to offer servicescape evidence in both the public and private hospitals

Item Type: Article
Uncontrolled Keywords: Hospital
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions: Faculty of Business (FOB)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 05 May 2021 12:46
Last Modified: 05 May 2021 12:46


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