The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia

The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia

This study focuses on the effects of perceived service quality on patient satisfaction in a public hospital. Data was collected from 109 respondents that experienced the hospital service. Using a PLS-SEM tool, the hypothesized effects among the constructs were tested empirically. No statistically si...

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Main Authors: Noor Azlinna, Azizan, Bahari, Mohamed
Format: Article
Language:English
English
Published: Leena and Luna International, Oyama, Japan 2013
Subjects:
T Technology (General)
Online Access:http://umpir.ump.edu.my/id/eprint/6329/
http://umpir.ump.edu.my/id/eprint/6329/
http://umpir.ump.edu.my/id/eprint/6329/1/The_Effects_of_Perceived_Service_Quality_on_Patient_Satisfaction_at_a_Public_Hospital_in_State_of_Pahang%2C_Malaysia.pdf
http://umpir.ump.edu.my/id/eprint/6329/4/ftech-2013-azlinna-effect%20of%20perceived%20services.pdf
id ump-6329
recordtype eprints
spelling ump-63292018-05-02T06:03:38Z http://umpir.ump.edu.my/id/eprint/6329/ The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia Noor Azlinna, Azizan Bahari, Mohamed T Technology (General) This study focuses on the effects of perceived service quality on patient satisfaction in a public hospital. Data was collected from 109 respondents that experienced the hospital service. Using a PLS-SEM tool, the hypothesized effects among the constructs were tested empirically. No statistically significant relationships were found between perceived service quality construct and (i) the hospital infrastructure constructs and it did not support the hypothesis H1 (beta= 0.000 and t-value= 0.004,ρ > 05.0 ) (ii) interaction with care providers construct and it did not support the hypothesis H2 (beta= -0.045 and t-value= 0.443, ρ > 05.0 ). However, the results indicate that the path coefficients were significant between perceived service quality construct and (iii) patients’ perception of administrative procedure construct and it supported the hypothesis H3 (beta= 0.317, t-value= 3.026, ρ < 01.0 ), (iv) patients‘ perception of medical care construct and it supported the hypothesis H4 (beta=0.182, t-value= 2.150, ρ < 05.0 ) and (v) patients’ perception of nursing care construct and it supported the hypothesis H5 (beta= 0.481, t-value= 5.190, ρ < 01.0). The constructs were considered the key factors that influence the perceived service quality in the current study. The path coefficient from perceived service quality to patient satisfaction was very significant and it supported the hypothesis H6 (beta= 0.816, t-value= 19.460, ρ < 01.0 ). The antecedents of service quality demonstrated considerable power in explaining variance in perceived service quality. The infrastructure, interaction, administrative, medical care, and nursing care constructs explained 69.7% ( 2 R = 0.697) of the variance in perceived service quality and overall the model explained 66.6% ( 2 R =0.666) of the variance in patient satisfaction. Therefore, it can be concluded that the model is suitable in determining the health care service quality. Leena and Luna International, Oyama, Japan 2013 Article PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/6329/1/The_Effects_of_Perceived_Service_Quality_on_Patient_Satisfaction_at_a_Public_Hospital_in_State_of_Pahang%2C_Malaysia.pdf application/pdf en cc_by http://umpir.ump.edu.my/id/eprint/6329/4/ftech-2013-azlinna-effect%20of%20perceived%20services.pdf Noor Azlinna, Azizan and Bahari, Mohamed (2013) The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia. Asian Journal Of Social Sciences & Humanities, 2 (3). pp. 307-323. ISSN 2186-8484 http://www.ajssh.leena-luna.co.jp/AJSSHPDFs/Vol.2%283%29/AJSSH2013%282.3-34%29.pdf
repository_type Digital Repository
institution_category Local University
institution Universiti Malaysia Pahang
building UMP Institutional Repository
collection Online Access
language English
English
topic T Technology (General)
spellingShingle T Technology (General)
Noor Azlinna, Azizan
Bahari, Mohamed
The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
description This study focuses on the effects of perceived service quality on patient satisfaction in a public hospital. Data was collected from 109 respondents that experienced the hospital service. Using a PLS-SEM tool, the hypothesized effects among the constructs were tested empirically. No statistically significant relationships were found between perceived service quality construct and (i) the hospital infrastructure constructs and it did not support the hypothesis H1 (beta= 0.000 and t-value= 0.004,ρ > 05.0 ) (ii) interaction with care providers construct and it did not support the hypothesis H2 (beta= -0.045 and t-value= 0.443, ρ > 05.0 ). However, the results indicate that the path coefficients were significant between perceived service quality construct and (iii) patients’ perception of administrative procedure construct and it supported the hypothesis H3 (beta= 0.317, t-value= 3.026, ρ < 01.0 ), (iv) patients‘ perception of medical care construct and it supported the hypothesis H4 (beta=0.182, t-value= 2.150, ρ < 05.0 ) and (v) patients’ perception of nursing care construct and it supported the hypothesis H5 (beta= 0.481, t-value= 5.190, ρ < 01.0). The constructs were considered the key factors that influence the perceived service quality in the current study. The path coefficient from perceived service quality to patient satisfaction was very significant and it supported the hypothesis H6 (beta= 0.816, t-value= 19.460, ρ < 01.0 ). The antecedents of service quality demonstrated considerable power in explaining variance in perceived service quality. The infrastructure, interaction, administrative, medical care, and nursing care constructs explained 69.7% ( 2 R = 0.697) of the variance in perceived service quality and overall the model explained 66.6% ( 2 R =0.666) of the variance in patient satisfaction. Therefore, it can be concluded that the model is suitable in determining the health care service quality.
format Article
author Noor Azlinna, Azizan
Bahari, Mohamed
author_facet Noor Azlinna, Azizan
Bahari, Mohamed
author_sort Noor Azlinna, Azizan
title The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
title_short The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
title_full The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
title_fullStr The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
title_full_unstemmed The Effects of Perceived Service Quality on Patient Satisfaction at a Public Hospital in State of Pahang, Malaysia
title_sort effects of perceived service quality on patient satisfaction at a public hospital in state of pahang, malaysia
publisher Leena and Luna International, Oyama, Japan
publishDate 2013
url http://umpir.ump.edu.my/id/eprint/6329/
http://umpir.ump.edu.my/id/eprint/6329/
http://umpir.ump.edu.my/id/eprint/6329/1/The_Effects_of_Perceived_Service_Quality_on_Patient_Satisfaction_at_a_Public_Hospital_in_State_of_Pahang%2C_Malaysia.pdf
http://umpir.ump.edu.my/id/eprint/6329/4/ftech-2013-azlinna-effect%20of%20perceived%20services.pdf
first_indexed 2023-09-18T22:01:59Z
last_indexed 2023-09-18T22:01:59Z
_version_ 1777414459672756224

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