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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
International Journal of Health Care Quality Assurance
|December 4, 2010
Summary
This study developed a SERVQUAL scale to measure Malaysian private healthcare quality, finding a moderate negative quality gap. The validated scale offers a new tool for assessing service quality in Malaysia.
Area of Science:
- Healthcare Management
- Service Quality Measurement
- Health Services Research
Background:
- Private healthcare services are increasingly utilized in Malaysia.
- Assessing and improving service quality is crucial for patient satisfaction and healthcare system effectiveness.
- Existing measurement tools may not adequately capture the nuances of the Malaysian private healthcare context.
Purpose of the Study:
- To develop and validate the SERVQUAL model scale for measuring private healthcare service quality in Malaysia.
- To adapt and test the reliability and validity of the SERVQUAL scale within the Malaysian healthcare setting.
Main Methods:
- A cross-sectional study involving 340 participants from a private healthcare facility.
- Data collection over a three-month period.
- Statistical analysis including means, correlations, principal component analysis, and confirmatory factor analysis to establish scale reliability and validity.
Main Results:
- A moderate negative quality gap was identified for overall Malaysian private healthcare service quality.
- Moderate negative quality gaps were observed across individual service quality dimensions.
- Scale development analysis demonstrated excellent results, indicating a robust and reliable measurement tool.
Conclusions:
- The developed SERVQUAL scale provides a valid and reliable instrument for assessing private healthcare service quality in Malaysia.
- The findings highlight areas for improvement in service delivery within the Malaysian private healthcare sector.
- The study's scale can inform healthcare policy and practice, contributing to enhanced service quality.
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