The relationship of service quality and customer satisfaction among inpatients in orthopaedics ward at Kuching Sarawak General Hospital: a case study in Kuching Sarawak General Hospital

Nowadays, high demand on excellent healthcare sector and the quality of wished services have been receiving high acknowledgment (Kaya et.al., 2012). Healthcare sector shows an important role to develop and maintain healthy people in order to achieve healthy production (Irfan, Aamir & Farooq, 2012). According to Corby (1981), quality is consistent with unchanged characteristics and the statement is much supported by Karim (1996), which stated quality as a major aspect associating to the specifications of the particular product to meet the clients’ needs as cited by Anber and Shireen (2011). Nevertheless, Beer (2003) asserted that service is a set of attributes and overall ‘ingredients’ ofthe service which focuses on answering the rhetorical question of how to satisfy the customers as well as to meet all oftheir needs and desires (Anber and Shireen , 2011). According to Elleuch (2008), the vitality ofservice quality nowadays has become a part of the interest towards healthcare sector, as agreed by Khasimah and Normila, (2013). Thus, service quality has been made as an evaluation made by the customers towards the service given by the firm and they have their own standards on feasting and expectancy on the amenity, comparing their criteria and regulate their own responses regarding the service acknowledged as stated by Lovelock and Wright (2002) and cited by Canny and Hidayat (2012).