Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals

The purpose of this paper is to evaluate the quality of healthcare services by investigating the factors affecting patient satisfaction and predictors in private hospitals in Georgetown, Penang, Malaysia based on three service quality dimensions of the SERVQUAL which Responsiveness, Reliability, and...

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Published in:AIP Conference Proceedings
Main Author: Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
Format: Conference paper
Language:English
Published: American Institute of Physics 2024
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196183639&doi=10.1063%2f5.0211937&partnerID=40&md5=7efdd179e9a4a832ac3963db83a79cce
id 2-s2.0-85196183639
spelling 2-s2.0-85196183639
Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
2024
AIP Conference Proceedings
2991
1
10.1063/5.0211937
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196183639&doi=10.1063%2f5.0211937&partnerID=40&md5=7efdd179e9a4a832ac3963db83a79cce
The purpose of this paper is to evaluate the quality of healthcare services by investigating the factors affecting patient satisfaction and predictors in private hospitals in Georgetown, Penang, Malaysia based on three service quality dimensions of the SERVQUAL which Responsiveness, Reliability, and Tangibility. A modified SERVQUAL questionnaire was used using random sampling to gather the research data and the respondents are consisted of 204 public and outside patients who are prior to the onset of the investigation. Pilot test is conducted for 54 respondents and all the variables obtain Cronbach's Alpha more than 0.7 which is acceptable. Statistical Package for the Social Science (SPSS) is used to evaluate data of this research. The results of the study revealed that the perceived healthcare services in private hospitals do not significantly vary. The dimension of responsiveness was rated the highest while tangibility was perceived as the least important of the three SERVQUAL dimensions applied in this study. Therefore, this research suggests to use more dimensions of service quality theories and bigger samplings to obtain better results and may be used to contribute in enhancing the quality of healthcare services of private hospitals in Penang, Malaysia and in other similar environments. © 2024 American Institute of Physics Inc.. All rights reserved.
American Institute of Physics
0094243X
English
Conference paper

author Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
spellingShingle Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
author_facet Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
author_sort Suanda J.; Kamal N.S.F.M.; Saraih U.N.; Rozali A.Z.; Ayub S.H.; Hamzah M.R.; Yusoff H.A.; Marniati; Andika F.
title Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
title_short Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
title_full Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
title_fullStr Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
title_full_unstemmed Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
title_sort Service Quality as Predictors of Patient Satisfaction in Penang Private Hospitals
publishDate 2024
container_title AIP Conference Proceedings
container_volume 2991
container_issue 1
doi_str_mv 10.1063/5.0211937
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85196183639&doi=10.1063%2f5.0211937&partnerID=40&md5=7efdd179e9a4a832ac3963db83a79cce
description The purpose of this paper is to evaluate the quality of healthcare services by investigating the factors affecting patient satisfaction and predictors in private hospitals in Georgetown, Penang, Malaysia based on three service quality dimensions of the SERVQUAL which Responsiveness, Reliability, and Tangibility. A modified SERVQUAL questionnaire was used using random sampling to gather the research data and the respondents are consisted of 204 public and outside patients who are prior to the onset of the investigation. Pilot test is conducted for 54 respondents and all the variables obtain Cronbach's Alpha more than 0.7 which is acceptable. Statistical Package for the Social Science (SPSS) is used to evaluate data of this research. The results of the study revealed that the perceived healthcare services in private hospitals do not significantly vary. The dimension of responsiveness was rated the highest while tangibility was perceived as the least important of the three SERVQUAL dimensions applied in this study. Therefore, this research suggests to use more dimensions of service quality theories and bigger samplings to obtain better results and may be used to contribute in enhancing the quality of healthcare services of private hospitals in Penang, Malaysia and in other similar environments. © 2024 American Institute of Physics Inc.. All rights reserved.
publisher American Institute of Physics
issn 0094243X
language English
format Conference paper
accesstype
record_format scopus
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