Theses (MBA In Healthcare Management)

Aims: With the increasing complexity of healthcare system, there has been an increase in the need for more healthcare managers to manage the delivery of health services. Studies have shown that organizations with management practices, strong leadership, and clinically qualified managers have had greater performances. The application of Evidence-Based Medicine has long existed, which have led to the idea of applying the same within the field of management – Evidence-Based Management (EBMgt). This study therefore aims to understand the intention of these healthcare leaders to apply the practice of EBMgt in their decision-making process. Methods: This is a cross-sectional study conducted among 234 healthcare managers in major private healthcare facilities in Malaysia. An online survey was distributed to healthcare managers from 58 private hospitals in Malaysia with MSQH accreditation. The survey was adapted from the Theory of Planned Behaviour (TPB) and a fivepoint Likert scale was used for the measurement variables in this study. The data collected was exported to IBM Statistical Package for the Social Sciences (SPSS) Version 26. Results: Attitude towards use of EBMgt has a direct positive effect on intention to use (β = 0.489, p ˂0.05) and so as with subjective norm which also indicated a direct positive effect on intention to use (β = 0.317, p ˂ 0.05). However, perceived behavioural control was found not to be statistically significant (β = -0.038, p ˂ 0.47) in relation to intention to use EBMgt. Conclusion: Attitude and subjective norms were significant to predict healthcare managers’ intention to use EBMgt which will likely lead to actual use of EBMgt in their decision making. Key words: Evidence-based management, EBMgt, Attitude, Subjective norm, Perceived behavioural control, Intention, Healthcare management.

Introduction: Malaysian population is predicted to increase to 41 million people by year 2040 and ageing population is expected to increase to 14.5%. WHO emphasised on healthy ageing frame work and the need to study multiple factors such as financial support, medical care, life-long learning and evolvement of technology in relation to the selection of healthy retirement environment in Malaysia. Objective: To determine the factors influencing customer’s decision and relationship on selection of healthy retirement environment Methodology: This was a cross sectional study conducted in Greater Kuala Lumpur and Sabah. Samples were stratified using probability purposive sampling. Two thousand seven hundred and fifty cover letters and questionnaires were mailed or using WhatsApp electronically to selected respondents. Mail survey respondents returned 369 usable questionnaires yielding a 14.5% response rate. Results were analysed using structural model and the hypothesis testing. Result: It was found that the factors influencing consumer’s decision showed that the perception towards financial planning, receptiveness towards health insurance and lifelong learning programme are positively related to selection of healthy retirement environment. Technology advancement is however not significantly related to healthy retirement environment. Conclusion: To achieve provision of care for successful healthy ageing, this study showed that multiple services components namely perception towards financial planning, receptiveness towards health insurance and lifelong learning program provided by care provider are favourable components of retirement environment for elderly health. Although the results showed that technology advancement was not significantly related to healthy retirement environment, it is shown in other studies that it is an important part of the infrastructure of an institutional care provider to facilitate the services as a basic element for environment support. However, the concern on data privacy and the data protection should made priority to the residents for security and safety purposes. Keywords: healthy retirement, healthy retirement environment, healthy ageing, financial planning, health insurance, lifelong learning program, technology advancement

Objectives To assess the rate of Influenza Like Illness (ILI) among influenza vaccinated and non-vaccinated employees on rate of absenteeism and presenteeism due to ILI, and to estimate the cost benefit of influenza vaccination in workplace from the employer’s perspective. Methods A cross-sectional questionnaire survey was conducted amongst employees of a private hospital voluntarily vaccinated, were compared with non-vaccinated employees matched for age, sex, and job category. The outcome of cost-benefit analysis was evaluated by self-reporting on absenteeism and presenteeism from work related to ILI. Costs and benefits of the influenza vaccination from the employer point of view were calculated. Analyses were performed with SPSS 23.0. Results A total of four hundred and twenty-one respondents participated in this study. The influenza vaccination rate in this group was 63.0 % (n=265). The non-vaccinated were 37.0 % (n=156). The rate of ILI was lower among vaccinated (17.0 %) compared to non-vaccinated (47.0 %). The ILI related absenteeism reported was 40.0 % by vaccinated employees compared to 57.5 % by non-vaccinated employee, with absenteeism rate of 0.16 day per employee and 1.05 day per employee respectively. This led to a 6.5 times higher absenteeism rate amongst the non-vaccinated. The influenza vaccination strategy reduced absenteeism due to ILI by 84.8 %. Influenza vaccination was financially beneficial, with savings for employer of up to RM 79.41 per vaccinated employee when only labour cost was included (54.0 % cost saving). The cost saving drastically rise to RM 708.15 (71.0 % cost saving) when the operating income per employee was also incorporated. Conclusions Implementing an influenza vaccination program would reduce the burden o ILI and save substantial amount of financial reserves for the company. This study showed that influenza vaccination for working adults on average is cost saving and cost beneficial when translated into financial investments for the employer. It has significant impact averting cost of absenteeism and presenteeism. The approach on economic evaluation and cost benefit analysis used in this study can be applied to other workplace vaccination strategies in their settings. Keywords: Influenza vaccination, workplace, Influenza Like Illness, absenteeism, presenteeism, cost and benefit.

Objectives To determine the relationship between quality of medical services; physician’s consultation, information to patient, physical environment, perceived service costs, service provisioning and to calculate opportunity revenue for recommendation to relatives/ friends/ others. on patient satisfaction towards their loyalty. Methods This was a single-centre cross-sectional survey conducted in a private hospital. It was conducted between the month of April 2020 and August 2020. The target population was outpatients who received treatment or consultation at Nilai Medical Centre during the study period. Selection of respondents was conducted using simple random sampling had been generated by auto-generated hospital database from 2,324 patients that visited outpatient from April until August 2020. Questionnaires were sent out to selected patients via e-mail due to recent pandemic which does not allow interaction with patients physically. There were 209 questionnaires returned as the sample sizes for this study. Results A total of 209 respondents were involved in this study. Data that have been collected through questionnaires were used to test the model using the Statistical Package for the Social Sciences (SPSS) version 25. The findings showed that physician’s consultation, information to patient, physical environment and perceived service costs positively influence patients’ satisfaction and loyalty. Service provisioning processes, however, was not significantly influence patients’ satisfaction and loyalty. This study reconciles these discrepancies by providing a more comprehensive explanation to the patients’ loyalty. For this, a research model was developed to identify and evaluate the factors of the patients’ loyalty. Conclusion This study found that patients’ satisfaction mediates the relationship between physician consultation, information to patient, physical environment, perceived service costs and patient loyalty. Meanwhile, patients’ satisfaction plays a role on the relationship towards patient loyalty. This study contributes towards a better understanding of the patients’ satisfaction in private healthcare industry particularly in Malaysia. Notably, the findings emphasize the importance of patients’ loyalty as a strategy to help private hospital increase their revenue. Therefore, the findings from the study are useful for the private healthcare policy makers by providing high quality services, improving patients’ satisfaction, and ultimately promoting revisiting and recommending medical services to others. Key words Physician’s Consultation, Information to Patient, Physical Environment, Perceived Service Costs, Service Provisioning Processes, Satisfaction, Loyalty

The quantification or description of people's use of healthcare services for the aim of preventing and curing health issues, improving health and well-being, or obtaining information about their condition and prognosis of health is known as healthcare utilisation. Population ageing is a widespread, global phenomena with societal and national consequences. To deal with this demographic trend, there is a necessity for more financial resources to be allocated to healthcare services. A previous study carried out in Malaysia on healthcare utilization among older persons was focused on Northern region only but not in the southern region. Utilization of outpatient services and in-patient services among older persons is not documented in the Johor region unlike northern region of Malaysia. Hence, the objective of this study was to investigate the factors that influence healthcare utilization among older persons in Johor region using Andersen’s behavioural model. A survey was carried out among those aged 65 and above in urban and rural region of Johor. Inpatient care was significantly justified by predisposing, enabling and need factors while outpatient care was more significantly justified by predisposing factor as well as need factor than enabling factor. Theoretical and practical implications for delivering health services to older persons in Johor are proposed in this study. Additionally, assessing the general characteristics of older persons by focusing on their health-care utilisation gives information for developing health-care programs and policies in light of the recent rise in health-care concerns. Keywords: Healthcare utilization; Predisposing factors; Enabling factors; Need factors;

Aims: With the rapid proliferation of data in healthcare it has provided an opportune platform creation of Artificial Intelligence (AI). AI has brought a paradigm shift for healthcare professionals, promising improvement in delivery and quality. This study aims to determine the perception of healthcare personnel on perceived ease of use, perceived usefulness, and subjective norm toward attitude for artificial intelligence acceptance. Methods: This is a cross-sectional single institutional study of employees’ perception of adopting AI in the hospital. The study population is all healthcare personnel of a private hospital. The inclusion criteria include all healthcare personnel involved with clinical management such as doctors, nurses, and others. The survey was conducted using a questionnaire adapted from Technology Acceptance Model and a four-point Likert scale was used for the measurement variables in this study. Data were analysed using IBM Statistical Package for the Social Sciences (SPSS) Version 26. Results: There were 96 respondents. This study started off with three hypotheses but has found that only two hypotheses have been accepted and one hypothesis has been rejected. H2 to H3 perceived usefulness and subjective norm respectively, showed positive relationship between their perception on artificial intelligence acceptance and were accepted However, H1 which was ease of use, was rejected as it did not generate a positive relationship between ease of use on attitude and artificial intelligence acceptance. Conclusion: This study has shown the significant relationship and the importance of ease of use, perceived usefulness, and subjective norm to the acceptance of AI. In the study results, there are determining factor and mostly those with most interaction with the patients and clinical management have a strong acceptance of AI in their practices. Key words: Artificial Intelligence, Acceptance, Healthcare, Healthcare Professionals

As technology advances, the interest to transition towards digitisation has also increased. The challenges of telemedicine occur from lack of knowledge and technology adaptability, which may arise due to demographic alignment. This quantitative study seeks to use the TAM to investigate the relationship between factors perceived usefulness, perceived ease of use, and attitude towards the intention to use telemedicine. In addition, the study will explore attitude as the main mediating factor on the intention to use telemedicine. A 19 self administered questionnaire with 210 respondents from private hospitals in Malaysia who have undergone telemedicine between the full-lockdown period. The descriptive analysis uses SEM-PLS path method for modelling relationship analysis. Results showed a strong relationship between all the mediating effects of attitude towards the intention to use telemedicine, and a negative relationship was found between the direct relationship of perceived usefulness and behavioural intention. This study concluded that attitude is more important than perceived beliefs as the determinant of the intention to use telemedicine. Keywords: Telemedicine, Intention to Use, Digital Healthcare, Perceived Usefulness, Attitude, Perceived Ease of Use, Patient-Physician Relationship

Background: Male circumcision is a compulsory practice in Islam but is not affordable for rural Muslims minority of Cambodia. The objective of the study was to suggest a practical framework for a sustainable male circumcision programme in rural Cambodia which is safe, accessible and affordable. Method: A mix-method was used. In October 2019, a total of 202 parents or caretakers responded to face-to-face interviews using a questionnaire during an outreach rural circumcision programme in Siem Reap and Battambang provinces in Cambodia. In-depth interviews were conducted with 6 personnel of local agency and International NGOs. The estimated cost of an outreach circumcision programme was calculated using the UNAID spreadsheet. Results: Most of the respondents had better knowledge on the religious demands of circumcision compared to knowledge on health benefits. They preferred the modern to traditional circumcision practice because they felt hygiene and safety are emphasised. However, they found affordability as a limitation to modern practice. The estimated cost calculated for circumcision at an outreach programme was between USD12-13. Most of the respondents were only keen to pay up to USD3 if the cost is to be subsidised. Interviews with local and international NGO representatives showed their support for the circumcision programme. Inter-agency collaboration was quoted as an important factor for programme sustainability. They proposed some sources of funding to support the programme’s sustainability. Conclusion: The respondents were aware of the benefits of modern method of circumcision. Affordability was highlighted as their main obstacle. Tapping the Islamic Social Finance (ISF) via the cash waqf framework was proposed for sustainability of the outreach male circumcision programme among Muslims communities in rural areas.

Background: Telemedicine is a new technology innovation in Malaysia, but it plays an increasingly important role in the country’s healthcare system. In response to the limited discussion regarding its acceptance by people, this study aims to increase knowledge about telemedicine adoption factors in Malaysia. Methods: A cross-sectional study was performed among residents residing in Malaysia. Data was collected through an online survey. A total of 403 respondents participated in the survey. The results were analysed using the PLS-SEM method. Results: It was found that the service quality, user satisfaction and perceived usefulness play a significant and important role in affecting users’ intention to adopt telemedicine services. Perceived ease of use is however not significantly influencing the adoption of telemedicine. The results also confirmed the moderating role of user satisfaction on the relationship between service quality, perceived usefulness and perceived ease of use on telemedicine acceptance. Conclusions: Although most Malaysians were willing to use telemedicine services to manage their health condition, they insisted on quality service and a useful system. Since telemedicine is still in its infancy in Malaysia, further research is needed to determine its impact on patients' quality of healthcare service. Keywords: telemedicine, service quality, user satisfaction, perceived ease of use, perceived usefulness, behavioural intention, technology adoption

Aims The patient satisfaction through their experience on Accident & Emergency (A&E) visits are the outcome of multiple factors working in close relationship. This study aims to determine the factors that influence patient’s satisfaction with accident & emergency services. The selected factors surveyed include: Overall Ratings, Registration, Triage, Doctor, Nurse, Other Services and A&E Facilities. Reason to Choose to Come to this A&E and Recommendation to Others. Satisfied patients with A&E Services improves utilisation and contributes to the hospital admission and revenue. Methods Secondary data analysis on the data collected from the telephone interview conducted by a third-party survey company commissioned by the hospital, using a standardized patient satisfaction survey questionnaire. The survey data was submitted to the hospital on a quarterly basis. The population of the survey were patients who visited the Accident & Emergency (A&E) Department from April 2018 to December 2019 from the private hospital the researcher is currentlyworking. Raw data collected was subjected to secondary analysis using Statistical Package for the Social Science (SPSS) software 24.0 version for descriptive and inferential analysis.Results. There were 528 respondents participated in this study. The overall experience of the A&E visit is being used as a proxy of the patient satisfaction rate. 80.3% of the participants expressed their satisfaction with their A&E visit. Registration, Nurse factor and significantly contributed to the patient satisfaction. Conclusion Finding of this study demonstrated the Registration, Nurse and A&E Facilities are significant in affecting patient satisfaction in the A&E Department. Improving the satisfaction rate could improve the hospital revenue. Hence, A&E Department should look at their patient satisfaction seriously to ensure the sustainability of the hospital revenue. Key words: Patient Satisfaction, Accident & Emergency, Registration, Triage, Doctor, Nurse, Support Services and A&E Facility, Revenue

Augmented Reality (AR) technology and its applications in various industries and sectors within healthcare itself has been increasingly popular and on-demand as the world approaches Industrial Revolution 4.0. With its enormous and continuously progressive advancements in the healthcare industry, basic yet vital services like consultations can be further improved with the integration of technologies. This study proposed a conceptual framework derived from 2 underlying theories; the Technological Acceptance Model and the Theory of Planned Behaviour model using the constructs Perceived Ease Of Use, Perceived Usefulness and Perceived Enjoyment, mediated by behavioural Intention To Use, towards patient’s Actual Usage of AR technology application in aiding their consultations with their healthcare professionals. A survey questionnaire was developed and distributed via online administration through social media platforms and internal emails of the International Medical University. 539 responses have been selected by simple sampling technique. All hypothesis proposed in this study’s conceptual framework has been found to be significantly positive in ultimately influencing an individual’s eventual usage of AR technology application in facilitating consultations. These results revealed the interrelationships of the constructs involved, thus enhancing our understanding on the factors of AR to be used in aiding consultations sessions. The findings of this study have some important practical implications for the improvement of conventional consultation methods so as to improve patients’ understanding which has an impact on their overall health compliance and outcome.

Malaysian university students undertook online learning during the Covid-19 pandemic, mainly through virtual learning environments. This study aims to investigate students’ actual use behavior of virtual learning environments, the factors that influence actual use behavior, the moderating effect of network connectivity on this relationship, as well as challenges faced by students while using this technology. To test the hypotheses that the modified Unified Theory Acceptance and Use of Technology 2 variables affect actual use behavior, an online survey was distributed via email to IMU students. The results after analysis showed that hedonic motivation, perceived usefulness, and perceived ease of use significantly affected actual use behavior, while network connectivity had no significant moderating effect on these relationships. Moreover, hedonic motivation had the strongest effect on actual use behavior, followed by perceived usefulness. Also, key challenges include high cost associated with usage, and inadequate network connectivity. These results indicate students will be inclined to accept the technology if there is high hedonic motivation, perceived usefulness, and perceived ease of use. Universities should focus on enhancing these factors to increase acceptance of this technology among students, as virtual learning environments have untapped potential for distance learning. Keywords: Virtual Learning Environment; Network Connectivity; COVID-19; Technology Acceptance

The Covid-19 pandemic has wrought havoc on Malaysia’s population and the entire world, causing mental health to decline. In particular, the low-income group among the population are heavily affected, which has affected their mental health. The primary purpose of this study is to examine the impact of sociodemographic, social stressors, job insecurity and coping strategies on mental health among 313 B40 Malaysian respondents of urban community. This study used three sets of questionnaires: The Job Insecurity Scale Questionnaire, the Brief Resilient Coping Scale and the Kessler Psychological Distress Scale (K10). Analysis shows a significant difference between age, monthly income, community function and family function with mental health status. Nevertheless, no significant difference exists between gender and job type with mental health status. Moreover, workload and job insecurity have a significant negative linear relationship with mental health status. Lastly, coping strategies have a significant positive relationship with mental health; better coping strategies contribute to high mental health status. Therefore, programs, interventions and improvements shall be organized by the government, communities, counsellors and psychologists to improve the mental health status among B40 residents in Malaysia. Keywords: Mental Health, Social Stressors, Job Insecurity, Coping Strategies, COVID-19

The COVID-19 pandemic has had an immense impact on healthcare systems worldwide particularly in terms of infection control measures. Hospital Sungai Buloh has implemented a novel walk-away queuing system for outpatient clinics, namely the iQMS. This system enables infection control via facilitating social distancing whilst waiting for their appointments and affords waiting location flexibility. However, the factors affecting outpatients’ intention to use the iQMS is yet unknown, and this is the subject of this study. The Technology Acceptance Model (TAM), Perceived System Usability and sociodemographic factors were used to study this relationship. This study used a cross-sectional quantitative design utilizing a self-administered questionnaire to obtain data. The questionnaire comprised of sociodemographic factors, Perceived Usefulness, Perceived Ease of Use, Intention to use the iQMS and Perceived System Usability. Two hundred and fifty-four respondents completed the questionnaire, corresponding to a response rate of 87.8%. The questionnaire showed satisfactory construct validity, discriminant validity and reliability. Perceived Usefulness and Perceived Ease of Use had a significant impact on the Intention to use the iQMS, while Perceived System Usability showed a moderate positive relationship with the Perceived Ease of Use. Sociodemographic factors did not influence the Intention to use the iQMS. In conclusion, the Intention to use the iQMS is associated with the Perceived Ease of Use and Perceived Usefulness of the system. Keywords: COVID-19, Queue Management System, Technology Acceptance Model, System Usability Scale

There is a substantial body of literature that examines health insurance participation among the general population in Malaysia. However, limited attention has been directed to the involvement of healthcare personnel in Malaysia in relation to their participation in health insurance. The primary aim of this research is to examine the impact of sociodemographic factors, attitude, general perceptions, and perceptions regarding health insurance benefits and ease of claims on the participation in personal health insurance among healthcare personnel in a private and a public hospital in Malaysia. This study employed self-administered questionnaires as the primary data collection instrument. The findings of the study indicate a notable disparity with regard to the participation in personal health insurance between gender, professional category, and healthcare sector that the healthcare personnel work in. Whereas there is no statistically significant difference found between age and length of service in relation to participation in personal health insurance among healthcare personnel. Furthermore, a significant and strong positive correlation exists between individuals' attitude, general perceptions, and perceptions of health insurance benefits, and their likelihood of engaging in personal health insurance. Having said that, collaboration among government bodies, healthcare institutions, and insurance providers in Malaysia is crucial to effectively implement programmes, strategies, and initiatives that aim to improve awareness and comprehension among healthcare personnel in Malaysia regarding the significance of personal health insurance. Keywords: Health insurance Participation, Attitude, General Perception, Benefits

The transformation of healthcare delivery has inspired more people all around the globe to seek health information online. This study investigates the factors influencing online health information seeking activity among Malaysian millennials, particularly in the aftermath of COVID-19. This study employs a quantitative, cross-sectional research design based on a combination of the Comprehensive Model of Information Seeking (CMIS) and the Information Adoption Model (IAM), aimed to investigate the relationship between personal characteristics, health-related factors, information and source quality. The data revealed that the majority of Malaysian millennials use search engines to get health information only when it is absolutely required. Furthermore, the primary motive for seeking health-related information focused around therapy and medicines. The salience of health problems, high quality argument, reputable source of information, and perceived usefulness of information were all significant predictors of online health information seeking behaviour (OHISB). However, there were no significant correlation between demographics, direct experience, and personal beliefs with OHISB. Furthermore, this study found that information usefulness plays an important mediating role in strengthening the link between salience, argument quality, and source trustworthiness towards OHISB. This study, which focuses primarily on millennials may restrict generalizability to other generations and cultural contexts. Social bias from selfreported surveys might potentially have an impact on the findings as well. Despite these limitations, the novel and fresh viewpoint of this conceptual framework and the insight provided, may be utilised as a stepping stone for future studies to be undertaken in the digital health context. Finally, this study aids various stakeholders to further understand the nature of Malaysian millennials' online health information seeking behaviours in this present digital age.

Background: Internships, also known as industrial training, is an opportunity to integrate work experience into tertiary education curricula, acting as a bridge between academia and industry for students. Regardless of its wide practice and significance, limited empirical work has been conducted to inquire about the predictors of internship satisfaction among the healthcare student population. Aims: This study aims to determine the relationship between the factors of organisational environment, job characteristics, job prospects, university support and individual factors towards student internship satisfaction. Methods: A quantitative cross sectional study design was carried out by utilising an online self-administered survey with question items adapted from existing literature. Across two months period, a total of 158 usable responses were collected among the healthcare undergraduate student population from a private medical and health sciences university in Malaysia. Results: Hypothesis testing on the relationship between the five independent variables and internship satisfaction were conducted through multiple linear regression analysis. Findings suggested that organisational environment, job characteristics, job prospects and individual factors have a positive and statistically significant relationship with internship satisfaction among healthcare undergraduate students. Conclusion: Relevant stakeholders should pay close attention to enriching these identified factors within an internship program as it has shown to play a role in student internship satisfaction.

Background: The global outbreak of COVID-19, also known as the coronavirus disease 2019 raged across the world and was an international public health threat. It caused significant impacts to health, both physically and psychologically. The quarantine measures imposed caused economic, education and social disruptions. The escalated usage of face masks and personal protective equipment’s (PPE’s) created massive wastage that impacted the environment negatively whilst many lost their livelihoods and sources of income. Globally as of 19 July 2023, there have been 768,237,778 confirmed cases of COVID-19 including 6,951,677 deaths reported to WHO (WHO, 2023). This study aimed to determine factors associated with consumers intention to continue using face mask due to COVID-19 pandemic using “The Health Belief Model (HBM)”, a cross-sectional study in Malaysian respondents from May to August of 2022. During this time, COVID -19 was still declared as a pandemic by World Health Organization (WHO). The end of the pandemic was only declared year later in May 2023. Methods: A total of 282 respondents, aged 18 and above who declared to have worn face masks in the last one year all across Malaysia were surveyed. The survey instrument included socio- demographic data and measures on the four main constructs for HBM, namely perceived susceptibility, perceived severity, perceived benefits, and perceived barriers. Cues to action and self-efficacy were left out as not all previous studies using the HBM included them. Descriptive and inferential analysis was done using SPSS version 25 software to determine rates and predictors of face mask wearing. Results: Perceived susceptibility was the only HBM construct that was found to be a significant predictor for consumers intention to continue using face mask. Socio-demographic factors had no effect on face mask wearing probably due to a very high rate of mask wearing compliance in the community at that point in time. Additional survey questions found that 84% of respondents would wear a mask due to family reasons such as wanting to protect their family or feeling encouraged by their family to do so. Respondents also reported preferring cheaper, single use face masks as opposed to reusable ones, surgical masks as opposed to non-surgical face masks and face masks with no aesthetic appeal. Conclusion: The Health Belief Model is a useful model in identifying factors that determine face mask wearing. These findings can be used for effective planning of health education and programmes by health organizations. It can also assist the government in creating policies in relation to face mask to increase its compliance as well as guide face mask production for the global market of face masks. KEY WORDS: Health Belief Model, COVID-19 preventive behaviour, Face Masks

To examine the impact of ESG disclosure on the firm performance which is measured by firm’s financial performance (Return of Equity (ROE)) and firm’s market value (Tobin Q) for healthcare related companies listed in Bursa Malaysia. Specifically, this study investigates the impact of individual component of ESG, which is environment (ENV), Social (SOC) and governance (GOV) disclosure by healthcare companies listed on Bursa Malaysia on their firm performance which is measured by firm’s financial performance (Return of Equity (ROE)) and firm’s market value (Tobin Q). In addition, this study also examines the interaction effects between these ESG components on the firm performance which is measured by firm’s financial performance and firm’s market value. The study used panel data that includes all listed healthcare companies on Bursa Malaysia during the period 2016 to 2021. The panel regression analysis was used to examine the hypotheses and to answer the research questions of the study. The results showed that ESG disclosure has a positive relationship with the firm’s ROE and the Tobin Q. However, only in the case of ROE, the effect is significant. Meanwhile, the findings for individual ESG subcomponents showed that environmental (ENV) and governance (GOV) are negatively associated with ROE, while social (SOC) is positively associated with ROE. In contrast, all subcomponents of ENV, SOC and GOV were found to have a positive relationship with Tobin Q. However, none of the association is significant. The interaction effects between subcomponents of ENV, SOC and GOV on the firm’s performance produced a mixed results for both, ROE and Tobin Q. The findings from this study concluded that leveraging on the practice of ESG could enhance the sustainability of business operation of healthcare companies ultimately suggesting that the business proprietor should increase their level of awareness towards ESG integration into business operations. Keywords: ESG, Sustainability, Financial Performance, Healthcare, Bursa Malaysia

BACKGROUND: Assessing the quality of healthcare delivery care services in medical facilities is crucial, and maternal satisfaction serves as a key metric in this evaluation. A positive experience with mother’s care is closely linked to improved health outcomes for both babies and mothers. OBJECTIVES: The objectives of the study was to evaluate mother's level of satisfaction regarding the service quality of delivery care service in the private hospitals utilizing SERVQUAL model. METHODOLOGY: A cross-sectional study was implemented utilizing the SERVQUAL model. 272 postnatal women attending the facility were selected to take part in the study. Data was gathered using a validated SERVQUAL questionnaire and was analysed using SPSS. Descriptive statistics was done, and paired sample t-test were performed to compare mean gap scores. Pearson correlation was employed to identify correlation between Servqual dimension and maternal satisfaction. We considered a p-value below 0.05 to be statistically significant.. RESULTS: The findings of this study indicate that mothers were all expressed satisfaction with the delivery care provided by private hospitals. However, there were still negative gap score for all five service dimensions, signifying a reduction in satisfaction level on each Servqual domain. The overall mean gap score for satisfaction level in the 5 service dimensions was -0.264 (±SD 0.55), and for each dimension : tangiblity (-0.24), reliability (-0.25), empathy (-0.26), assurance (-0.26), and responsiveness (-0.3). CONCLUSION: Overall, mother were satisfied with the care service provided during childbirth in private hospitals. However, there were minor gaps persisted between their perceptions and expectation scores, especially responsiveness dimension. A subtle improvement may be required to further enhance mother’s satisfaction by addressing factors that affecting level of satisfaction. Keywords : Maternal satisfaction, Delivery care service, Private hospital, SERVQUAL model