Patient satisfaction as an indicator of service quality in malaysian public hospitals

The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self‐administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and...

Full description

Bibliographic Details
Main Authors:	Abd. Manaf, Noor Hazilah, Phang, Siew Nooi
Format:	Article
Language:	English
Published:	Emerald 2009
Subjects:	HD28 Management. Industrial Management R Medicine (General)
Online Access:	http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/1/Patient_Satisfaction%5B1%5D.pdf

id	iium-8787
recordtype	eprints
spelling	iium-87872012-03-22T05:40:13Z http://irep.iium.edu.my/8787/ Patient satisfaction as an indicator of service quality in malaysian public hospitals Abd. Manaf, Noor Hazilah Phang, Siew Nooi HD28 Management. Industrial Management R Medicine (General) The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self‐administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient. Emerald 2009 Article PeerReviewed application/pdf en http://irep.iium.edu.my/8787/1/Patient_Satisfaction%5B1%5D.pdf Abd. Manaf, Noor Hazilah and Phang, Siew Nooi (2009) Patient satisfaction as an indicator of service quality in malaysian public hospitals. Asian Journal on Quality, 10 (1). pp. 77-87. ISSN 1598-2688 http://www.emeraldinsight.com/journals.htm?articleid=1824065&show=abstract& 10.1108/15982680980000628
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HD28 Management. Industrial Management R Medicine (General)
spellingShingle	HD28 Management. Industrial Management R Medicine (General) Abd. Manaf, Noor Hazilah Phang, Siew Nooi Patient satisfaction as an indicator of service quality in malaysian public hospitals
description	The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self‐administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient.
format	Article
author	Abd. Manaf, Noor Hazilah Phang, Siew Nooi
author_facet	Abd. Manaf, Noor Hazilah Phang, Siew Nooi
author_sort	Abd. Manaf, Noor Hazilah
title	Patient satisfaction as an indicator of service quality in malaysian public hospitals
title_short	Patient satisfaction as an indicator of service quality in malaysian public hospitals
title_full	Patient satisfaction as an indicator of service quality in malaysian public hospitals
title_fullStr	Patient satisfaction as an indicator of service quality in malaysian public hospitals
title_full_unstemmed	Patient satisfaction as an indicator of service quality in malaysian public hospitals
title_sort	patient satisfaction as an indicator of service quality in malaysian public hospitals
publisher	Emerald
publishDate	2009
url	http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/ http://irep.iium.edu.my/8787/1/Patient_Satisfaction%5B1%5D.pdf
first_indexed	2023-09-18T20:18:37Z
last_indexed	2023-09-18T20:18:37Z
_version_	1777407955824541696

Patient satisfaction as an indicator of service quality in malaysian public hospitals

Similar Items