Patients’ perception towards service quality in Hospital Sultan Abdul Halim, Sungai Petani, Kedah / Nur Aliah Rusley and Ummi Salmah Abd Razak

Service quality is practice by both public and private sector in delivering their services as it is different from product quality as for the product
quality, the customers can see the goods while for the service quality, the customers need to experience the service first in order to know whether
the organization are giving good services or not to their customers. This study aims to identify the patients’ perception towards service quality in
hospital. Therefore, this study is based on two dimensions and sub dimensions of SERVQUAL model which are reliability (timeliness, trustworthy) and empathy (individual attention, comprehension). A total of 195 respondents have answered the questionnaires which are the respondents that are used to get the treatment from that hospital. The patients’ perception towards service quality in the hospital have relate with the reliability (timeliness, trustworthy) and empathy (individual attention, comprehension) as this dimensions and sub dimensions have been used because it is closely related to our study. Furthermore, the result of this show the trustworthy from the reliability is the most dominant factors to the level of patients’ perception towards service quality in hospital.