Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia
Authors
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Loh Chun T'ing
Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
https://orcid.org/0000-0003-1563-4025
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Krishna Moorthy
Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
https://orcid.org/0000-0003-0431-0957
- Ho Wai Kee Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
- Cheang Wai Yee Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
- Lim Wei Yee Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
- Oh An Ni Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
- Yu Wan Ting Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia
DOI:
https://doi.org/10.18488/journal.74.2019.61.57.73Abstract
The objective of this research is to determine the relationship between service quality and outpatients’ satisfaction towards public hospitals in Malaysia. Five dimensions from SERVQUAL model, Competency, Responsiveness, Courtesy, Tangibility and Reliability are used in the research model. A cross-sectional survey was conducted in hospitals located in States with the highest average outpatient numbers, namely Hospital Kuala Lumpur, Hospital Pulau Pinang and Hospital Putrajaya. The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients’ Satisfaction. By determining the significant variables influencing outpatients’ satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients’ satisfaction and also recommends ways for improvement.
