Publication: THE EFFECTS OF SERVQUAL DIMENSION ON CUSTOMER SATISFACTION AND THE WILLINGNESS TO RECOMMEND A PRIVATE REHABILITATION HOSPITAL IN PUTRAJAYA
| dc.contributor.author | NUR ATHIRAH BINTI MD ROSLI | |
| dc.date.accessioned | 2025-02-03T01:48:50Z | |
| dc.date.available | 2025-02-03T01:48:50Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | Healthcare quality assessment is the key to drive organizations towards a patient-centred approach, and the evaluation of service quality by exploring patient and family satisfaction is one of the ways forward in identifying the principal drivers for optimal patient experience. This study investigates the factors affecting customer satisfaction in a private rehabilitation hospital in Putrajaya by adapting SERVQUAL model which are tangibles, reliability, responsiveness, empathy, and assurance. The study further investigates the relationship between customer satisfaction and the willingness to recommend the hospital and the mediation effect of customers satisfaction on SERVQUAL dimension and willingness to recommend the hospital. This study employs quantitative, cross-sectional research design and adapted systematic random sampling. The target population were patients and family members attending rehabilitation sessions at DAEHAN Rehabilitation Hospital Putrajaya. The study was conducted from March to April 2024 involving 161 respondents. The findings revealed that tangibles, reliability, empathy, and assurance of the SERVQUAL dimension has a significant relationship with customer satisfaction, with assurance being the most important factor. Further analysis shows that customer satisfaction has a significant relationship with the willingness to recommend the hospital. This study also found that customer satisfaction plays an important mediating role in strengthening the relationship between tangibles, reliability, empathy and assurance towards the willingness to recommend the hospital. One of the limitations of the study is that it focuses primarily on a private rehabilitation hospital in Putrajaya, thus restricting generalizability to other private and public hospitals. Despite the limitations, the novel findings of this study and the insights provided may contribute to future studies, besides providing better understanding of service quality assessment in the healthcare context. Finally, the finding of the study is aimed as a steppingstone and to shed light for hospital leaders to decide on comprehensive and attentive quality improvement strategies. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14377/37010 | |
| dc.language.iso | en | |
| dc.publisher | IMU University | |
| dc.subject | Quality of Health Care | |
| dc.subject | Patient Satisfaction | |
| dc.subject | Rehabilitation | |
| dc.subject | Hospitals, Private | |
| dc.subject | Cross-Sectional Studies | |
| dc.title | THE EFFECTS OF SERVQUAL DIMENSION ON CUSTOMER SATISFACTION AND THE WILLINGNESS TO RECOMMEND A PRIVATE REHABILITATION HOSPITAL IN PUTRAJAYA | |
| dc.type | Thesis | |
| dspace.entity.type | Publication | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# |