Patient satisfaction towards service quality at Pharmacy Department in Hospital Sultan Abdul Halim / Norashikin Ibrahim

Patients' satisfaction is one of the most important indicators to identify the level of service quality rendered by the healthcare service providers in Malaysia. In some research, it is indicated that the level of satisfaction can significantly influence patients' quality of life and enable healthcare providers to determine specific problems of patients, on which corrective actions can then be taken. Due to this notion, this paper aims at investigating the relationship between service quality and patients' satisfaction in healthcare service in Malaysia. A conceptual framework is developed indicating that patients' satisfaction is influenced by five common SERVQUAL dimensions which is tangible, assurance, responsiveness, empathy, and reliability.