Measuring the Influence of Service Quality on Patient Satisfaction in Malaysia

Abstract

The healthcare industry is increasingly becoming more competitive, with patients now demanding a higher level of service quality. This study aims to model the impact of service quality (medical care procedures, administrative practices, hospital image, trustworthiness, patient safety, infrastructure, personnel quality, and social responsibility) on patient satisfaction. Using a structured questionnaire, data were gathered from 194 patients from public and private hospitals in Melaka and Johor. The data were analyzed using a second-generation analytical software, SmartPLS. The results suggest the model can explain 58 percent of the variance in patient satisfaction. Hospital image, patient safety, personnel quality, and social responsibility were the significant predictors of patient satisfaction. Personnel quality was the most important predictor. The implication is that to keep patients satisfied and willing to return for subsequent treatments, the hospitals should invest more on training their personnel.