IDEAS home Printed from https://ideas.repec.org/a/pkp/ijppar/v6y2019i1p57-73id1410.html
   My bibliography  Save this article

Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

Author

Listed:
  • Loh Chun T'ing
  • Krishna Moorthy
  • Ho Wai Kee
  • Cheang Wai Yee
  • Lim Wei Yee
  • Oh An Ni
  • Yu Wan Ting

Abstract

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.

Suggested Citation

  • Loh Chun T'ing & Krishna Moorthy & Ho Wai Kee & Cheang Wai Yee & Lim Wei Yee & Oh An Ni & Yu Wan Ting, 2019. "Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia," International Journal of Public Policy and Administration Research, Conscientia Beam, vol. 6(1), pages 57-73.
    • Handle: RePEc:pkp:ijppar:v:6:y:2019:i:1:p:57-73:id:1410
    as

    Download full text from publisher

    File URL: https://archive.conscientiabeam.com/index.php/74/article/view/1410/1960
    Download Restriction: no
    File URL: https://archive.conscientiabeam.com/index.php/74/article/view/1410/5115
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wei Chen & Yijun Shi & Liwen Fan & Lijun Huang & Jingyi Gao, 2021. "Influencing Factors of Public Satisfaction with COVID-19 Prevention Services Based on Structural Equation Modeling (SEM): A Study of Nanjing, China," IJERPH, MDPI, vol. 18(24), pages 1-18, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pkp:ijppar:v:6:y:2019:i:1:p:57-73:id:1410. See general information about how to correct material in RePEc.

    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.

    We have no bibliographic references for this item. You can help adding them by using 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dim Michael (email available below). General contact details of provider: https://archive.conscientiabeam.com/index.php/74/ .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.