International journal of health care quality assurance · 2025
Analyzing the impact of service quality on companion's satisfaction with the Malaysian public hospitals amidst the COVID-19 pandemic.
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Mohamad Wan Normila, Kassim Normalini Md, Fei Zhu
Аннотация
PURPOSE: This study investigates the relationship between five service quality dimensions: communication, courtesy, emotional support, hospital amenities and understanding of needs and the satisfaction of patient companions in Malaysian public hospitals during the COVID-19 pandemic.
DESIGN/METHODOLOGY/APPROACH: This study employed a quantitative research approach, utilizing a structured questionnaire to survey 260 respondents in Malaysian public hospitals. The questionnaire was designed to assess respondents' perceptions of service quality dimensions, measure their satisfaction with public hospital services and gather demographic and background information. The data underwent validation factor analysis to ensure the reliability and validity of the measurement model. Additionally, structural equation modeling (SEM) was conducted to evaluate the strength and significance of the relationships between the variables.
FINDINGS: The study findings revealed that emotional support, courteous behavior, hospital amenities and responsiveness to companions' needs in Malaysian public hospitals were positively associated with companion satisfaction. Additionally, communication was found to have a significant and negative impact on companion satisfaction.
ORIGINALITY/VALUE: By integrating emotional, behavioral and infrastructural elements into the SERVQUAL model, this study addresses the often-overlooked perspective of patient companions. It offers actionable insights for improving public hospital service quality in pandemic and post-pandemic contexts.
DESIGN/METHODOLOGY/APPROACH: This study employed a quantitative research approach, utilizing a structured questionnaire to survey 260 respondents in Malaysian public hospitals. The questionnaire was designed to assess respondents' perceptions of service quality dimensions, measure their satisfaction with public hospital services and gather demographic and background information. The data underwent validation factor analysis to ensure the reliability and validity of the measurement model. Additionally, structural equation modeling (SEM) was conducted to evaluate the strength and significance of the relationships between the variables.
FINDINGS: The study findings revealed that emotional support, courteous behavior, hospital amenities and responsiveness to companions' needs in Malaysian public hospitals were positively associated with companion satisfaction. Additionally, communication was found to have a significant and negative impact on companion satisfaction.
ORIGINALITY/VALUE: By integrating emotional, behavioral and infrastructural elements into the SERVQUAL model, this study addresses the often-overlooked perspective of patient companions. It offers actionable insights for improving public hospital service quality in pandemic and post-pandemic contexts.