The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang

The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service...

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Main Author:	Bahari, Mohamed
Format:	Thesis
Language:	English
Published:	2015
Subjects:	RA Public aspects of medicine
Online Access:	http://umpir.ump.edu.my/id/eprint/10987/19/The%20Effects%20Of%20Perceived%20Service%20Quality%20On%E2%80%A6.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-ump-ir.10987
record_format	uketd_dc
spelling	my-ump-ir.109872021-11-02T03:49:31Z The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang 2015-01 Bahari, Mohamed RA Public aspects of medicine The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service quality, but most of them in developed countries, especially in Europe and the USA; the results may not be applied to the Malaysian context due to difference in culture, environment, and facilities accessibility. Although, the health care service quality research in developing countries is growing nonetheless, the study is not widespread in Malaysia. Only few empirical studies on healthcare service quality from Malaysia can be identified published in journals and the findings are inconsistent. Thus, to fill this knowledge gap, this study developed a service quality model for health care service by framing the association of service quality antecedents, perceived service quality, patient satisfaction, and behavioral compliance. To validate the research model and test the proposed research hypotheses, the study used a quantitative approach as a research paradigm, cross-sectional design as a survey method, combination of cluster and convenience sampling as a sampling technique and partial least square structural equation modeling (PLS-SEM) as a data analysis technique. The findings of the study show that health care service quality is a context-specific and multi-dimensional constructs. Given the high power achieved from the analysis, this thesis has significant theoretical and practical contributions. Theoretically, the study extends service quality research by reconstructing the model as a reflective, multi-dimensional constructs and evaluating the impacts of antecedent constructs on perceived service quality, patient satisfaction and behavioral compliance in the context of health care service in Malaysia. Methodologically, the study validates that PLS-SEM is suitable to estimate the parameters of a multi-dimensional constructs. Practically, the study provides hospital management with a health care service quality model for conducting integrated analysis and design of service delivery systems. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community 2015-01 Thesis http://umpir.ump.edu.my/id/eprint/10987/ http://umpir.ump.edu.my/id/eprint/10987/19/The%20Effects%20Of%20Perceived%20Service%20Quality%20On%E2%80%A6.pdf pdf en public phd doctoral Universiti Malaysia Pahang Faculty of Industrial Management
institution	Universiti Malaysia Pahang Al-Sultan Abdullah
collection	UMPSA Institutional Repository
language	English
topic	RA Public aspects of medicine
spellingShingle	RA Public aspects of medicine Bahari, Mohamed The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
description	The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service quality, but most of them in developed countries, especially in Europe and the USA; the results may not be applied to the Malaysian context due to difference in culture, environment, and facilities accessibility. Although, the health care service quality research in developing countries is growing nonetheless, the study is not widespread in Malaysia. Only few empirical studies on healthcare service quality from Malaysia can be identified published in journals and the findings are inconsistent. Thus, to fill this knowledge gap, this study developed a service quality model for health care service by framing the association of service quality antecedents, perceived service quality, patient satisfaction, and behavioral compliance. To validate the research model and test the proposed research hypotheses, the study used a quantitative approach as a research paradigm, cross-sectional design as a survey method, combination of cluster and convenience sampling as a sampling technique and partial least square structural equation modeling (PLS-SEM) as a data analysis technique. The findings of the study show that health care service quality is a context-specific and multi-dimensional constructs. Given the high power achieved from the analysis, this thesis has significant theoretical and practical contributions. Theoretically, the study extends service quality research by reconstructing the model as a reflective, multi-dimensional constructs and evaluating the impacts of antecedent constructs on perceived service quality, patient satisfaction and behavioral compliance in the context of health care service in Malaysia. Methodologically, the study validates that PLS-SEM is suitable to estimate the parameters of a multi-dimensional constructs. Practically, the study provides hospital management with a health care service quality model for conducting integrated analysis and design of service delivery systems. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Bahari, Mohamed
author_facet	Bahari, Mohamed
author_sort	Bahari, Mohamed
title	The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
title_short	The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
title_full	The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
title_fullStr	The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
title_full_unstemmed	The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang
title_sort	effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of pahang
granting_institution	Universiti Malaysia Pahang
granting_department	Faculty of Industrial Management
publishDate	2015
url	http://umpir.ump.edu.my/id/eprint/10987/19/The%20Effects%20Of%20Perceived%20Service%20Quality%20On%E2%80%A6.pdf
_version_	1783731936655572992

The effects of perceived service quality on patient satisfaction and behavioral compliance at a multi speciality public hospital in state of Pahang

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