Patient Satisfaction with Access to 1Malaysia Clinic

被引：5

作者：

Yunus, Noor'ain Mohamad ^{[1
]}

Ab Latiff, Dilla Syadia ^{[1
]}

Din, Suryani Che ^{[1
]}

Ma'on, Siti Noorsuriani ^{[1
]}

机构：

[1] Univ Teknol MARA, Fac Business Managemet, Ctr Appl Management Studies, Puncak Alam 42300, Selangor, Malaysia

来源：

PSU-USM INTERNATIONAL CONFERENCE ON HUMANITIES AND SOCIAL SCIENCES | 2013年 / 91卷

关键词：

patient satisfaction; service quality; SERVQUAL; tangibles; reliability; responsiveness; assurance; empathy; 1Malaysia clinic; HEALTH-CARE; QUALITY;

D O I：

10.1016/j.sbspro.2013.08.436

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment is important because dissatisfaction hint the opportunities for improvement. We evaluated the relationship between satisfaction of patients and service quality in two 1Malaysia Clinics in Selangor, Malaysia. A correlational study was carried out using the SERVQUAL questionnaire. The respondent in this study was 194 patients who visited 1Malaysia Clinics in Selangor, Malaysia. The findings indicated that there was a negative, significant relationship between the two variables (r=-0.230, n=194, p<0.05). The results of the correlation indicate that the higher the service quality is associated with lower patient satisfaction. (C) 2013 The Authors. Published by Elsevier Ltd.

引用

页码：395 / 402

页数：8

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