Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
Document Type
Article
Publication Date
1-1-2021
Abstract
Background: The study has aimed to investigate the Muslim patient's psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia. Methods: Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach. Results: The findings revealed that administrative behaviour, nurse's services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician's services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians' services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty. Conclusion: The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction.
Keywords
Shariah amenities, Medical service, Patient satisfaction, Patient loyalty, Hospital
Divisions
financemanagement
Publication Title
Patient Preference and Adherence
Volume
15
Publisher
Dove Medical Press Ltd.
Publisher Location
PO BOX 300-008, ALBANY, AUCKLAND 0752, NEW ZEALAND