Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia

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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Main Author: Ng, Annie Cheng San
Format: thesis
Language:eng
Published: 2023
Subjects:
HD Industries
Land use
Labor
Online Access:https://ir.upsi.edu.my/detailsg.php?det=10057
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institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HD Industries
Land use
Labor
spellingShingle HD Industries
Land use
Labor
Ng, Annie Cheng San
Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
description <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>
format thesis
qualification_name
qualification_level Doctorate
author Ng, Annie Cheng San
author_facet Ng, Annie Cheng San
author_sort Ng, Annie Cheng San
title Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
title_short Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
title_full Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
title_fullStr Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
title_full_unstemmed Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
title_sort tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals malaysia
granting_institution Universiti Pendidikan Sultan Idris
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2023
url https://ir.upsi.edu.my/detailsg.php?det=10057
_version_ 1804890514978242560
spelling oai:ir.upsi.edu.my:100572024-04-19 Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia 2023 Ng, Annie Cheng San HD Industries. Land use. Labor <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> 2023 thesis https://ir.upsi.edu.my/detailsg.php?det=10057 https://ir.upsi.edu.my/detailsg.php?det=10057 text eng closedAccess Doctoral Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Abdallah, A. B. & Alkhaldi, R. Z. (2019). Lean bundles in healthcare: a scoping review. Journal of Health Organization and Management, 33(4), 488-510.</p><p></p><p>Abili, K., Narenji Thani, F. & Afarinandehbin, M. (2012). Measuring university service quality by means of SERVQUAL method. Asian Journal on Quality, 13(3), 204-211.</p><p></p><p>Abu Sharikh, N. M., Farra, M. M. E., Abuzerr, S. & Madi, K. (2019). The impact of Lean six sigma practices on physiotherapy service quality at UNRWA healthcare centers, Gaza Strip, Palestine. 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