Volume 1, Number 2 (2016)
Year Launched: 2016
Journal Menu
Archive
Previous Issues
Why Us
-  Open Access
-  Peer-reviewed
-  Rapid publication
-  Lifetime hosting
-  Free indexing service
-  Free promotion service
-  More citations
-  Search engine friendly
Contact Us
Email:   service@scirea.org
Home > Journals > SCIREA Journal of Agriculture > Archive > Paper Information

A Comparative Study of Service Quality on Patient Satisfaction Between Public Hospital in Johor Bahru, Malaysia

Volume 1, Issue 2, December 2016    |    PP. 203-213    |PDF (240 K)|    Pub. Date: January 11, 2017
112 Downloads     1306 Views  

Author(s)
A. Rafidah, Technical Foundation Department, Universiti Kuala Lumpur (UniKL), Malaysian Institute of Industrial Technology, Persiaran Sinaran Ilmu, Bandar Seri Alam, 81750, Johor, Malaysia
A. Nurulhuda, Technical Foundation Department, Universiti Kuala Lumpur (UniKL), Malaysian Institute of Industrial Technology, Persiaran Sinaran Ilmu, Bandar Seri Alam, 81750, Johor, Malaysia
Y. Suhaila, Technical Foundation Department, Universiti Kuala Lumpur (UniKL), Malaysian Institute of Industrial Technology, Persiaran Sinaran Ilmu, Bandar Seri Alam, 81750, Johor, Malaysia

Abstract
One of the important concepts in management and business is service quality. Service quality in hospitals should be directed towards the satisfaction of patients. By using two public hospitals in Johor Bahru as case studies, this paper want to compare the quality of services provided by two public hospitals in Johor Bahru. This paper also want to identify the service quality dimensions which play important role on customer satisfaction. In order to measure service quality on patient satisfaction, 100 questionnaires were distributed. The data were collected from public that had experience got medical service from both public hospital in Johor Bahru. It comprised question about demographic factors and perception of service quality dimensions (process of clinis care, trustworthiness of hospital, competence, interaction, courtesy and safety). Randomly selected patients filled up these questionnaires and collected data was analyzed by descriptive analysis. Results showed that public Hospital A better quality service to their patients as compared to public Hospital B

Keywords
Hospital A Hospital B Patients Service Quality

Cite this paper
A. Rafidah, A. Nurulhuda, Y. Suhaila, A Comparative Study of Service Quality on Patient Satisfaction Between Public Hospital in Johor Bahru, Malaysia, SCIREA Journal of Agriculture. Vol. 1 , No. 2 , 2016 , pp. 203 - 213 .

References

[ 1 ] Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52, pp. 1359–1370.
[ 2 ] Afshan, K., Ismail. A., Awais. Y., Zain-ulAbideen S., Diva. T. and Sohail. A. (2012). Patient Satisfaction – A Comparison between Public & Private Hospitals of Peshawar. International Journal of Collaborative Research on Internal Medicine & Public Health Vol. 4 No. 5.
[ 3 ] Abdul. M. A., Habib. A. and Rafiqul I. C. (2011). Factors influencing patient satisfaction in primary healthcare clinics in Kuwait. International Journal of Health Care Quality Assurance, Vol. 24 Iss: 3, pp.249 – 262.
[ 4 ] Alkaa'ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies, Vol. 3, No. 1.
[ 5 ] Cunningham, T. T., Carpenter, C. C., Charlip, R. B., Goodle, J. L., Griffin, D. L., Macchione, N., Snyder, J. M., Stevenson, M. J., Stier, M. K., West, W. K., Young, F. C. and Zuckerman, A. M. (2006). Patient Satisfaction understanding and Managing the Experience Care. (2nd Edition). Irwin Press.
[ 6 ] Dagger, T. S., and Sweeny, J. S. (2007). Service quality qttribute weights: How do short-term and long-term customers construct service quality perceptions? Journal of Service Research, 10(1), 22-44.
[ 7 ] Gilbert, F.W., Lumpkin, J.R. and Dant, R.P. (1992), Adaptation and Customer Expectations of Health Care Options. Journal of Health Care Marketing, Vol. 12, No. 3, pp. 46-55.
[ 8 ] GrÖnroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 36-44.
[ 9 ] Hasin, M. A. A. and Seeluangsawat, R. (2001). Statistical measures of customer satisfaction for health care quality assurance: a case study. International Journal of Health Care Quality Assurance, 14(1), 6-13.
[ 10 ] Irfan, S.M. and Ijaz, A. (2011). Comparison of service quality between private and public hospitals. Empirical evidences from Pakistan- Journal of Quality and Technology Management, 2011,pp. 91-114.
[ 11 ] Irfan S. M., Aamir I. and Saman S. (2011). An assessment of service quality of private hospitals in Pakistan: a patient perspective. Indian Journal of Commerce & Management Studies, Vol. 2 (2), pp. 20-32.
[ 12 ] Issac, G., Rajendran, C. and Anantharaman, R. N. (2003). Determinants of software quality: customer’s perspective. Total Quality Management & Business Excellence, 14(4), 1053-1070.
[ 13 ] Khanchitpol, Y. and Johnson, W. (2013). Measuring hospital out-patient service quality in Thailand , Leadership in Health Services, Vol. 26 Iss: 4, pp.338 – 355.
[ 14 ] Kamyar, G., Mahmood, Z., Seyed J. H., and Shadi M. (2014). The impact of Service Quality on patient Satisfaction in Malaysian Hospitals. Topclass Journal of Business Management and Innovations, Vol. 1(2) Pp. 47-51.
[ 15 ] Lam, S.S.K., (1997). SERVQUAL: a tool for measuring developing country. Social science and Medicine, patients' opinions of hospital service quality in Hong 52(9): 1359-1370.
[ 16 ] Noor A. A. and Bahari M. (20013). The Effects Of Perceived Service Quality On Patient Satisfaction At A Public Hospital In State Of Pahang, Malaysia. ISSN: 2186-8492, ISSN: 2186-8484 Print Vol. 2 No. 3.
[ 17 ] O’Connor, S. J., Shewchuk, R. M., & Carney, L. W. (1994). The great gap. Journal of Health Care Marketing, Vol. 14, No. 2, pp. 32–39.
[ 18 ] Padma, P., Rajendran, C., and Prakash, S. L. (2009). A conceptual framework of service quality in healthcare: perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2), 157-191.
[ 19 ] Ramsaran-Fowdar and Rooma R. (2008). The relative importance of service dimensions in a healthcare setting. International Journal of Health Care Quality Assurance, Vol. 21 No. 1, 2008 pp. 104-124.
[ 20 ] Rohini, R. & Mahadevappa, B. (2006). ―Service quality in Bangalore hospitals an empirical study‖, Journal of Services Research, 6(1), 59-84.
[ 21 ] Rose, R. C., Uli, J., Abdul, M. and Ng, K. L. (2004). Hospital service quality: a managerial challenge. International Journal of Health Care Quality Assurance, 17(3), 146-159.
[ 22 ] Sohail, S. M. (2003). "Service Quality In Hospitals: More Favourable Than You Might Think" Managing Service Quality(Emerald-MCB).Vol. 13, No 3 pp 197-206.
[ 23 ] Vidhya, K.; Rajkumar, C. Samudhra; Tamizhjyothi, K Service Quality Models In Healthcare-A Review 1990-2010 (2012). International Journal of Research in Computer Application & Mana, Vol. 2 Issue 3, p34.
[ 24 ] Van Dam, H. A., Van Der Horst, F., Van Den Borne, B., Ryckman, R. and Crebolder, H. (2003). Provider-patient interaction in diabetes care: effects on patient self-care and outcomes. A systematic review. Patient Education and Counseling, 51(1), 17-28.
[ 25 ] Zeithaml, V.A., Berry, L.L., and Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.
[ 26 ] Zineldin, M. (2006). The quality of health care and patient satisfaction: an exploratory investigation of the 5Q model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, Vol. 19 No. 1, pp. 60-92.

Submit A Manuscript
Review Manuscripts
Join As An Editorial Member
Most Views
Article
by Sergey M. Afonin
2923 Downloads 26181 Views
Article
by Syed Adil Hussain, Taha Hasan Associate Professor
2283 Downloads 16932 Views
Article
by Omprakash Sikhwal, Yashwant Vyas
2355 Downloads 14524 Views
Article
by Munmun Nath, Bijan Nath, Santanu Roy
2249 Downloads 14373 Views
Upcoming Conferences