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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald
2009
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| Online Access: | http://irep.iium.edu.my/8787/1/Patient_Satisfaction%5B1%5D.pdf |
| _version_ | 1825645060026269696 |
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| author | Abd. Manaf, Noor Hazilah Phang, Siew Nooi |
| author_facet | Abd. Manaf, Noor Hazilah Phang, Siew Nooi |
| author_sort | Abd. Manaf, Noor Hazilah |
| collection | IIUM |
| 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.
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| first_indexed | 2024-03-05T22:42:03Z |
| format | Article |
| id | oai:generic.eprints.org:8787 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-05T22:42:03Z |
| publishDate | 2009 |
| publisher | Emerald |
| record_format | dspace |
| spelling | oai:generic.eprints.org: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 |
| 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 |
| title | 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_short | 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 |
| topic | HD28 Management. Industrial Management R Medicine (General) |
| url | http://irep.iium.edu.my/8787/1/Patient_Satisfaction%5B1%5D.pdf |
| work_keys_str_mv | AT abdmanafnoorhazilah patientsatisfactionasanindicatorofservicequalityinmalaysianpublichospitals AT phangsiewnooi patientsatisfactionasanindicatorofservicequalityinmalaysianpublichospitals |