The customer satisfaction index model: an empirical study of the private healthcare sector in Malaysia. Journal of Asian Finance, Economics and Business, 9 (1). pp. 93-103. ISSN 2288-4645 (2022)
Abstract
The main purpose of this study was to gauge the patient satisfaction index and subsequently discuss the Importance-Performance (IP) matrix analysis of the inpatient services in the context of the private hospital setting. The Malaysian Customer Satisfaction Index Model was employed as the theoretical framework for the above purposes. This study involving 242 patients in Malaysian’s private healthcare
sector used a Web-based survey as the main method of data collection. Partial least square structural equation modeling (PLS-SEM) was utilized for data analysis. Using Fornell et al. (1996)’s formula, the resulting patient satisfaction index was slightly lower than the “very
satisfied” category, the target level required for positioning as one of the world’s premier medical tourism players. The IP matrix showed that medical quality is the main competitive advantage of the private hospitals that can propel their growth in the global healthcare marketplace.
The results also indicate that outcome quality, patient rights, and privacy, and service quality are the three quality domains that need to be prioritized for further improvement. On the other hand, the servicescape quality domain needs to be strategized as the unique selling
proposition as the performance of the private hospitals in this regard is already extremely good.
| Item Type: | Article |
|---|---|
| Keywords: | Patient satisfaction, Perceived quality, Patient loyalty, Importance-performance analysis, Health services |
| Taxonomy: | By Subject > Medicine > General Medicine, Health Professions |
| Local Content Hub: | Subjects > Medicine |
| Depositing User: | Hazrul Amir Tomyang (Puncak Alam) |
| Date Deposited: | 28 Mar 2022 09:25 |
| Last Modified: | 29 Mar 2022 05:24 |
| Related URLs: |
Actions (login required)
 |
View Item |