Citation

Yeo, Sook Fern and Tan, Cheng Ling and Goh, Yen Nee (2021) Obstetrics services in Malaysia: factors influencing patient loyalty. International Journal of Pharmaceutical and Healthcare Marketing. pp. 1-21. ISSN 1750-6123

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Abstract

This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia. A total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018. Results show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly.

Item Type:	Article
Uncontrolled Keywords:	Service quality, Patient satisfaction, Patient loyalty, Obstetrics
Subjects:	R Medicine > R Medicine (General)
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	05 Aug 2021 01:33
Last Modified:	05 Aug 2021 01:33
URII:	http://shdl.mmu.edu.my/id/eprint/9045

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