The International Journal of Professional Management - ISSN 20422341
Analysing the Relationship between Quality Care and Patient Satisfaction in the Healthcare Industry
Volume 14, Issue 1, February 2019
Jaya Pakerasamy
MBA (ESGCI, Paris), (Mantissa College),
No. 24, Jalan Pulau Tioman U10/97, Taman Green Hill, 40150 Shah Alam,
Selangor D.E. Malaysia.
Tel: 016-2817650
jaya.pakerasamy@ramsaysimedarbyhealth.com
William CHUA
PhD (Mgmt) (MMU), MBA (Henley), BSc (Math/Ed) (USM), MMIM, MIIKM,
Honorary Fellow (IPMA, UK). Professor and DBA Examiner, IPE Management School, Paris.
Abstract
The purpose of this study is to examine the effectiveness and impact of patient satisfaction in the private healthcare industry in Malaysia, and how patient satisfaction affects maintenance of service quality. Global changes have made quality care imperative for hospitals to develop and remain sustainable. Patient satisfaction is a commonly used measure of quality, and by and large it affects clinical outcomes. It also serves as a measure of success for doctors, nurses and hospitals as a whole.
This study adopted the work of Parusuraman et al and SERVQUAL variables (Janet, 2015). It identifies key healthcare segments and recommends that a competent marketing strategy should be employed to integrate both internal and external factors to enhance patient satisfaction, quality care and services.
Keywords: Patient Satisfaction, Services and Quality Care, Malaysia.
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