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Private healthcare quality: applying a SERVQUAL model
Mohsin Muhammad Butt1, Ernest Cyril de Run
1Faculty of Economics and Business, Universiti Malaysia, Sarawak, Malaysia. mohsinbutt@hotmail.com
Purpose:
This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality.
Design/Methodology/Approach:
The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity.
Findings:
Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice.
Research Limitations/Implications:
Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups.
Originality/Value:
The study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts.
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