SERVICE QUALITY AND OUTPATIENTS SATISFACTION IN PUBLIC HOSPITALS IN MALAYSIA

Abstract

The objective of this research is to determine the relationship between service quality and outpatients’ satisfaction towards public hospitals in Malaysia. Five dimensions from SERVQUAL model, Competency, Responsiveness, Courtesy, Tangibility and Reliability are used in the research model. A cross-sectional survey was conducted in hospitals located in States with the highest average outpatient numbers, namely Hospital Kuala Lumpur, Hospital Pulau Pinang and Hospital Putrajaya. The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients’ Satisfaction. By determining the significant variables influencing outpatients’ satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients’ satisfaction and also recommends ways for improvement.