The impact of customer perceived service quality on customer satisfaction for private health centre in Malaysia: a structural equation modeling approach
The main purpose of this paper is to develop and test the modified SERVQUAL model to measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those visit private hospitals in Malaysia for healthcare facility. Then data were examined using means, co...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
International Foundation for Research and Development
2012
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/ http://irep.iium.edu.my/26464/1/Published_Copy_%28IMBR%29.pdf |
| Summary: | The main purpose of this paper is to develop and test the modified SERVQUAL model to
measure Malaysian private healthcare quality. A total of 131 participants were selected randomly those
visit private hospitals in Malaysia for healthcare facility. Then data were examined using means,
correlations, principal component and exploratory factor analysis to establish the modified SERVQUAL
scale’s reliability, underlying dimensionality and convergent, discriminant validity. This paper than
utilizes the structural equation modeling technique to do confirmatory factor analysis and test the
hypothesized positive inter-relationships between customer’s perception and customer satisfaction. This
paper reviews and identifies essential service quality variables that are associated with the customer
satisfaction in the private hospital. Customer satisfaction should reflect the need of healthcare quality
requested by the customers, as direct and indirect relationships exist between personnel support and
customer satisfaction and attention to customers and hospital facilities and between hospital facilities
and customer satisfaction. The proposed model has been tested on only one private hospital in Malaysia
due to short period. Due to this small sample size and the convenient method of data collection, there is a
possibility of biasness of the authors may play a role in the outcome of the study. The main contribution
of this study is that, it proposes a way to assess quality services in the private hospitals. This study has
proposed a conceptual model that need further investigation and opens a way for future research. |
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