The Determinants of Customer Satisfaction towards Muslim-Friendly Healthcare Service Deliveries: A Conceptual Model

  • Shariff Harun Universiti Teknologi MARA
  • Azhan Rashid Senawi Universiti Teknologi MARA
Keywords: Healthcare Services, Muslim Patients, Customer Satisfaction, Systematic Literature Review

Abstract

The global need for hospitals that adhere to Islamic principles and accommodate the specific needs of Muslim patients is increasing. Hence, in highly competitive landscape of the healthcare industry it’s imperative for hospitals to be profitable while delivering sufficient and excellent healthcare services to the community, management must exhibit prudence in addressing this evolving attitude. This study intends to identify the appropriate determinants of customer satisfaction pertaining to the service deliveries offered by healthcare providers that are desired by Muslim patients while adhering to Islamic medical ethics and Shariah requirements. A systematic literature review approach was utilized to examine the appropriate features of Muslim-friendly healthcare practices and their mechanisms. The thematic analysis of the reviewed papers revealed eight potential determinants of customer satisfaction which are Halal pharmaceuticals and medical equipment, Islamic facilities and amenities, proficient personnel, empathy and supportive staff, compliance and supportive hospital policy, welcoming Islamic settings, reasonable and suitable pricing, and Islamic work culture. The results are anticipated to stimulate policymakers in Malaysia and other nations with an interest in the matter, to implement the suggested practices through the enactment of favorable legislative measures. This study contributes to the body of knowledge by illuminating the antecedents of customer satisfaction model that can be used by Muslim-friendly healthcare providers to formulate strategies and policies to reduce the financial and business risk due to unsatisfied customers’ reactions. Subsequently, achieving the United Nations Sustainable Development Goals of good health and well-being (Goal 3) and peace, justice and strong institutions (Goal 16).

Downloads

Download data is not yet available.

References

Al-Qaradawi, Y. (2013). The lawful and the prohibited in Islam. Kuala Lumpur: Islamic Book Trust.
Al-Shahri M (2002) Culturally sensitive caring for Saudi patients. Journal of Transcultural Nursing, 13:133–8.
Malaysia Healthcare Travel Council. (2021). Malaysia Healthcare Travel Industry Blueprint 2021 – 2025. Retrieved from https://www.mhtc.org.my/malaysia-healthcare-travel-industry-blueprint/
Mastercard-CrescentRating. (2023). Global Muslim Travel Index 2023. MasterCard & CrescentRating.
Mordor intelligence. (2022). Asia-Pacific Medical Tourism Market Size and Share Analysis – Growth Trends and Forecast (2023- 2028). Retrieved from https://www.mordorintelligence.com/industry-reports/asia-pacific-medical-tourism-market.
Padela, A. I. (2007). Islamic medical ethics: a primer. Bioethics, 21(3), 169-178.
Rahman, M. K., Bhuiyan, M. A. & Zailani, S. (2021). Healthcare services: patient satisfaction and loyalty lessons from Islamic friendly hospitals. Patient preference and adherence, 15, 2633.
Rahman, M. K., Zailani, S. & Musa, G. (2017). Tapping into the emerging Muslim-friendly medical tourism market: evidence from Malaysia. Journal of Islamic Marketing.
Rahman, M. K., Zailani, S. & Musa, G. (2018). The perceived role of Islamic medical care practice in hospital: the medical doctor’s perspective. Journal of Islamic Marketing.
Ratnawati, A., bin Mislan Cokrohadisumarto, W., & Kholis, N. (2020). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316-1338.
Shariff, S. M., Mohtar, S. & Jamaludin, R. (2018). A practical journey in implementing a shari’ah compliant hospital: a nur specialist hospital’s experience. IIUM Medical Journal Malaysia, 17(2).
Zailani, S., Ali, S. M., Iranmanesh, M., Moghavvemi, S. & Musa, G. (2016). Predicting Muslim medical tourists' satisfaction with Malaysian Islamic-friendly hospitals. Tourism Management, 57, 159-167.
Zawawi, M. & Othman, K. (2018). An overview of Shari’ah-compliant healthcare services in Malaysia. Malaysian J Consum Fam Econ, 3(1), 91-100.
Published
2023-11-12
How to Cite
Harun, S., & Senawi, A. R. (2023). The Determinants of Customer Satisfaction towards Muslim-Friendly Healthcare Service Deliveries: A Conceptual Model. Information Management and Business Review, 15(4(SI)I), 326-330. https://doi.org/10.22610/imbr.v15i4(SI)I.3606
Section
Research Paper