Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
<p>The aim of the study is to examine the tri-dimensional relationship between Lean,</p><p>perceived service quality, and patient satisfaction in public Lean hospitals, in Malaysia.</p><p>This study employs quantitative approach t...
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| Format: | thesis |
| Language: | eng |
| Published: |
2023
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=10057 |
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| Summary: | <p>The aim of the study is to examine the tri-dimensional relationship between Lean,</p><p>perceived service quality, and patient satisfaction in public Lean hospitals, in Malaysia.</p><p>This study employs quantitative approach to collect feedback from 48 public Lean</p><p>hospitals in Malaysia. Partial Least Square-Structural Equation Modeling was employed to</p><p>investigate the proposed measurement model and structural model. The findings showed</p><p>that overall synergic effects of Lean practices particularly in the Strategy and alignment,</p><p>Behaviour and engagement, and Process management have significant and positive</p><p>relationship with perceived service quality. Additionally, perceived service quality has</p><p>been found to have significant and positive relationship with patient satisfaction. However,</p><p>none of the Lean practices has a significant impact on patient satisfaction. Such weak direct</p><p>relationship between Lean and patient satisfaction is due to the lack of mediating effect</p><p>contribution. Hence, mediating analysis was conducted and confirmed that perceived</p><p>service quality fully mediated the relationship between Lean and patient satisfaction. For</p><p>the models explanatory power, it indicates a large explanatory power where 94.3%</p><p>variance from the proposed constructs of Lean and perceived service quality in explaining</p><p>patient satisfaction and satisfactory explanatory power where 65.2% variance in explaining</p><p>perceived service quality. In conclusion, the findings validate the Complementarity theory</p><p>and the Sustainable Lean Iceberg Model and confirm the complementary effect among</p><p>Lean practices toward perceived service quality and patient satisfaction. The implication</p><p>of this study is to provide a clear direction and guide for practitioners and researchers in</p><p>Lean Healthcare development. It is to ensure that Lean practices are implemented</p><p>holistically in order to produce a complementary synergic effect that enhances healthcare</p><p>service quality and patient satisfaction. Additionally, this study also provides managerial</p><p>implication to hospitals, as they should enhance the service quality performance as Lean</p><p>need perceived service quality to maximize their effect on patient satisfaction.</p> |
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