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- Title
The Effects of Perceived Service Quality on Patient Satisfaction in the Practitioner Clinic.
- Authors
Norizan Yusof; Noorazizah Noorashid; Muslina Md. Muis; Nur Nazihah Mohd Nazir; Mohd Asyraf Kamarol Bahrin; Kasturi Sivabalan
- Abstract
Purpose: The main purpose of this study was to determine the perception of patient satisfaction and perceived service quality in the practitioner clinic in some areas in Kuantan. Design/methodology/approach: Among 201 respondents from a different location of practitioner clinic helped the researcher to finish this study. The factors: tangible, communication, medical care, perceived service were needed to be investigated. Analyses were done using the SPSS for window (version 17.0) computer software and set at 0.05 level of significance. Findings: The overall perceived service quality in the patient satisfaction was support by the hypothesis. In this case, patient satisfaction (sig = .000) and the tangible (sig = .000) must be improved. They should continue to provide better services and strive further to improve the quality of service as perceived service can be used as a strategy to gain competitive advantages. The interaction (sig = .000) and the medical care (sig = .000) are significant and contribute towards prediction of the dependent variables. Research limitations/implications: This research gave the implication to the healthcare provider to know which area needed to be focused more to ensure that the quality of service and patient satisfaction. However, this research also has limitation, which only focused on outpatients. Originality/value: this study is empirical study of service quality model in hospital to assess patients satisfaction. This study uses a business service quality model that was adapted to patients satisfaction in terms to measure the quality of service provided in the hospitals.
- Subjects
QUALITY of service; PATIENT satisfaction; TOTAL quality management; CUSTOMER services; MEDICAL care
- Publication
Global Business & Management Research, 2018, Vol 10, Issue 3, p669
- ISSN
1947-5667
- Publication type
Article