Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah

The purpose of this study is to understand the relationship between service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital. A scale comprising of 21 items of service quality, 15 items of doctors’ communication quality and 9 items of patient satis...

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Main Authors:	Ahmad Zahdi, Azura, Nor Hashim, Nizman Hadi, Syed Mhd Hanafiah, Sharifah Arina
Format:	Thesis
Language:	English
Published:	2020
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/31285/1/31285.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-uitm-ir.31285
record_format	uketd_dc
spelling	my-uitm-ir.312852022-03-07T04:35:32Z Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah 2020-01 Ahmad Zahdi, Azura Nor Hashim, Nizman Hadi Syed Mhd Hanafiah, Sharifah Arina Consumer satisfaction Customer services. Customer relations The purpose of this study is to understand the relationship between service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital. A scale comprising of 21 items of service quality, 15 items of doctors’ communication quality and 9 items of patient satisfaction in a hospital were developed based on literature review. A total of 240 questionnaires were distributed to outpatients in KPJ Selangor and 222 questionnaires were collected (response rate of 92.5%). The data collected were analysed using SPSS version 23. The data analysis showed that the five dimensions of service quality (tangibles, responsiveness, reliability, assurance and empathy) is reduced into three new dimensions (Accuracy, Competency and Appeal) while doctors’ communication quality is reduced into two new dimensions (Approach and Interaction). Accuracy, Appeal and Interaction have statistically significant relationship with patient satisfaction p=0.000 (p<0.05). The new model explains 74.2% of variance in our dependent variable which is patient satisfaction. Limitations of the study include that the results of this study is only applicable to KPJ Selangor Specialist Hospital and does not reflect the situation in other KPJ Hospitals or other private healthcare providers and certainly not the public hospitals. Nonetheless, the study provides valuable insights into the patient satisfaction dimensions in a Malaysian context and how those dimensions affected patient’s overall satisfaction. Hospitals, in general, can use the study findings to measure and improve their operational performance. 2020-01 Thesis https://ir.uitm.edu.my/id/eprint/31285/ https://ir.uitm.edu.my/id/eprint/31285/1/31285.pdf text en public masters Universiti Teknologi MARA Shah Alam Faculty of Arshad Ayub Graduate Business School (AAGBS) Rahim, Abdul Rahman (Assoc. Prof. Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Rahim, Abdul Rahman (Assoc. Prof. Dr.)
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Ahmad Zahdi, Azura Nor Hashim, Nizman Hadi Syed Mhd Hanafiah, Sharifah Arina Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
description	The purpose of this study is to understand the relationship between service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital. A scale comprising of 21 items of service quality, 15 items of doctors’ communication quality and 9 items of patient satisfaction in a hospital were developed based on literature review. A total of 240 questionnaires were distributed to outpatients in KPJ Selangor and 222 questionnaires were collected (response rate of 92.5%). The data collected were analysed using SPSS version 23. The data analysis showed that the five dimensions of service quality (tangibles, responsiveness, reliability, assurance and empathy) is reduced into three new dimensions (Accuracy, Competency and Appeal) while doctors’ communication quality is reduced into two new dimensions (Approach and Interaction). Accuracy, Appeal and Interaction have statistically significant relationship with patient satisfaction p=0.000 (p<0.05). The new model explains 74.2% of variance in our dependent variable which is patient satisfaction. Limitations of the study include that the results of this study is only applicable to KPJ Selangor Specialist Hospital and does not reflect the situation in other KPJ Hospitals or other private healthcare providers and certainly not the public hospitals. Nonetheless, the study provides valuable insights into the patient satisfaction dimensions in a Malaysian context and how those dimensions affected patient’s overall satisfaction. Hospitals, in general, can use the study findings to measure and improve their operational performance.
format	Thesis
qualification_level	Master's degree
author	Ahmad Zahdi, Azura Nor Hashim, Nizman Hadi Syed Mhd Hanafiah, Sharifah Arina
author_facet	Ahmad Zahdi, Azura Nor Hashim, Nizman Hadi Syed Mhd Hanafiah, Sharifah Arina
author_sort	Ahmad Zahdi, Azura
title	Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
title_short	Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
title_full	Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
title_fullStr	Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
title_full_unstemmed	Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah
title_sort	service quality, doctors’ communication quality and patient satisfaction in kpj selangor specialist hospital / azura ahmad zahdi, nizman hadi nor hashim and sharifah arina syed mhd hanafiah
granting_institution	Universiti Teknologi MARA Shah Alam
granting_department	Faculty of Arshad Ayub Graduate Business School (AAGBS)
publishDate	2020
url	https://ir.uitm.edu.my/id/eprint/31285/1/31285.pdf
_version_	1783734112245252096

Service quality, doctors’ communication quality and patient satisfaction in KPJ Selangor Specialist Hospital / Azura Ahmad Zahdi, Nizman Hadi Nor Hashim and Sharifah Arina Syed Mhd Hanafiah

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