Publication: Maternal Satisfaction on Quality of Delivery Care Service in Private Hospital in Klang Valley based on Servqual Model
Date
2024
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
INTERNATIONAL MEDICAL UNIVERSITY
Abstract
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
Description
Keywords
Hospitals, Private, Delivery of Health Care, Quality of Health Care, Cross-Sectional Studies, Personal Satisfaction