Measuring health care quality in public hospitals / Ahmad Zamie Azis...[et al.]

Azis, Ahmad Zamie and Kasmunee, Mohd Farhan and Ahmad, Jasmine (2010) Measuring health care quality in public hospitals / Ahmad Zamie Azis...[et al.]. In: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings, 26 to 27 May 2010, SP Inn Hotel, Sungai Petani Kedah, Malaysia.

Abstract

As competition intensified in the health care market, health care institutions has no choice but try to improve their efficiency and competitive advantages by improving their cost-effectiveness and quality of care. Patient-based determinants of quality and satisfaction play an important role in choosing a health care provider. This study identifies attributes of health care delivery that define patients' perceptions of quality and satisfaction. This study looks into the service quality dimensions as postulated in the SERVQUAL model, focusing on the difference between customers’ expectation and perception of service delivered. Postal survey was implemented to sample of patients and visitors who underwent inpatient care to evaluate their overall experience of the service care. The samples of the study are patients from two public hospitals namely. Findings from the survey could contribute to the understanding of customer’s expectation of the health care industry.

Metadata

Item Type: Conference or Workshop Item (Paper)
Creators:
CreatorsID Num. / Email
Azis, Ahmad ZamieUNSPECIFIED
Kasmunee, Mohd FarhanUNSPECIFIED
Ahmad, Jasminejasmi661@salam.uitm.edu.my
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus
Event Title: ICOPS 2010 : International Conference on Public Polices & Social Sciences : E-Proceedings
Event Dates: 26 to 27 May 2010
Page Range: pp. 1-9
Item ID: 33914
Uncontrolled Keywords: patient satisfaction; waiting time; health care; tangibles; reliability; responsiveness; assurance; empathy; service quality
URI: http://ir.uitm.edu.my/id/eprint/33914

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