IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this article

Satisfaction among Gen Y patients: A case study of students at the International Islamic University Malaysia

Listed author(s):
  • Noor Hazilah Abd Manaf
Registered author(s):

    Purpose - The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design/methodology/approach - A patient satisfaction study was conducted on an outpatient clinic at the Health Centre of the International Islamic University Malaysia (IIUM). The majority of students at the IIUM comprise undergraduates who are within the age group categorised as Gen Y. Patient satisfaction questionnaire was used as the main method of data collection. The survey was administered to patients over a two-week period during regular semester session. Findings - More than 85 per cent of the respondents are below 25 years of age, reflecting the Gen Y demography. Significant difference is found in the level of satisfaction on the service of doctors between the younger Gen Y undergraduate students and postgraduate students; as well as the Gen Y and the employees. Level of confidence in the clinic is also lower among those of the Gen Y age group, reflecting the higher expectation of service quality. Originality/value - Patient satisfaction is an important measure of the quality of care provided by healthcare organisations. Understanding the needs of a target group of patients can be used for continuous improvement where their specific needs and expectations can be addressed. A study on patient satisfaction among the Gen Y has been rarely explored. The study is an early attempt in filling the void.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: Access to full text is restricted to subscribers

    As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.

    Article provided by Emerald Group Publishing in its journal International Journal of Islamic and Middle Eastern Finance and Management.

    Volume (Year): 3 (2010)
    Issue (Month): 3 (August)
    Pages: 253-266

    in new window

    Handle: RePEc:eme:imefpp:v:3:y:2010:i:3:p:253-266
    Contact details of provider: Web page:

    Order Information: Postal: Emerald Group Publishing, Howard House, Wagon Lane, Bingley, BD16 1WA, UK
    Web: Email:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:eme:imefpp:v:3:y:2010:i:3:p:253-266. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Virginia Chapman)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.