Measuring the Influence of Service Quality on Patient Satisfaction in Malaysia


Tan, Christine Nya Ling and Ojo, Adedapo Oluwaseyi and Cheah, Jun Hwa and Ramayah, T. (2019) Measuring the Influence of Service Quality on Patient Satisfaction in Malaysia. Quality Management Journal, 26 (3). pp. 129-143. ISSN 1068-6967

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The healthcare industry is increasingly becoming more competitive, with patients now demanding a higher level of service quality. This study aims to model the impact of service quality (medical care procedures, administrative practices, hospital image, trustworthiness, patient safety, infrastructure, personnel quality, and social responsibility) on patient satisfaction. Using a structured questionnaire, data were gathered from 194 patients from public and private hospitals in Melaka and Johor. The data were analyzed using a second-generation analytical software, SmartPLS. The results suggest the model can explain 58 percent of the variance in patient satisfaction. Hospital image, patient safety, personnel quality, and social responsibility were the significant predictors of patient satisfaction. Personnel quality was the most important predictor. The implication is that to keep patients satisfied and willing to return for subsequent treatments, the hospitals should invest more on training their personnel.

Item Type: Article
Uncontrolled Keywords: Healthcare providers; Malaysia; patient satisfaction (PS); service quality (SQ); survey
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5549-5549.5 Personnel management. Employment management
Divisions: Faculty of Management (FOM)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 27 Oct 2021 04:23
Last Modified: 27 Oct 2021 04:23


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