The Impact of Healthcare Service Quality on Patient Satisfaction at University Health Center
Keywords:
Patient satisfaction; University healthcare center; SERVQUAL; Health service quality
Abstract
Patient satisfaction is a critical aspect of healthcare service quality that needs to be periodically evaluated and improved. Understanding various factors, including empathy, assurance, reliability, tangibility, and responsiveness, is necessary to enhance healthcare quality and improve patient satisfaction. This research aims to investigate the level of patient satisfaction and the relationship between patient satisfaction and service quality, using the five SERVQUAL model as a framework. A positivist approach was used to explore the relationship between variables. Data collection was carried out for two weeks using online questionnaires. For this research, 120 UiTM respondents were chosen using convenience sampling. Data was analyzed using SPSS version 29. The findings revealed a significant positive relationship between tangibility, responsiveness, and empathy with patient satisfaction. This study highlights the importance of regularly assessing patient satisfaction and identifying areas for improvement in healthcare service quality. University health centers can enhance patient satisfaction and provide better student healthcare services by focusing on tangibility, responsiveness, and empathy.
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References
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AlOmari, F., & A. Hamid, A. B. (2022). Strategies to improve patient loyalty and medication adherence in Syrian healthcare: The mediating role of patient satisfaction. PloS one, 17(11), e0272057.
Al-Qudimat, A. R., Alhussin, E. M., Mohamed, S. A., Hassan, A. A., Doaib, A. M., & Alhawsawy, E. D. (2024). Patients’ satisfaction with the quality of nursing care: A cross-section study. International Journal of Africa Nursing Sciences, p. 20, 100690.
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Alshurideh, M. (2014). The factors predicting students’ satisfaction with universities’ healthcare clinics’ services. Dirasat. Administrative Sciences, 41(2), 451–464.
Chandra, S, Ward, P, & Mohammadnezhad, M. (2019). Factors associated with patient's satisfaction in the outpatient department of Suva sub-divisional health center, Fiji, 2018: A mixed method study. Frontiers in Public Health, 7(JUL). https://doi.org/10.3389/fpubh.2019.00183
Derksen, F, Bensing, J, & Lagro-Janssen, A. (2013). Effectiveness of empathy in general practice: A systematic review. In British Journal of General Practice (Vol. 63, Issue 606). https://doi.org/10.3399/bjgp13X660814
El-Haddad, C., Hegazi, I., & Hu, W. (2020). Understanding patient expectations of health care: a qualitative study. Journal of patient experience, 7(6), 1724-1731.
Endeshaw, B. (2020). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106–117.Gill, L., & White, L. (2009). A critical review of patient satisfaction. Leadership in health services, 22(1), 8–19.
Fadila, A. N., Hidayati, I. R., Yunita, S. L., Titani, M., & Atmadani, R. N. (2022). Patient Satisfaction of Pharmaceutical Services During the Covid-19 Pandemic in the Public Healthcare Center of Singosari, Malang. KnE Medicine, 1-14.
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Goodrich, G. W., & Lazenby, J. M. (2023). Elements of patient satisfaction: an integrative review. Nursing Open, 10(3), 1258-1269.
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Hojat, M., Louis, D. Z., Maxwell, K., Markham, F. W., Wender, R. C., & Gonnella, J. S. (2011). A brief instrument to measure patients' overall satisfaction with primary care physicians. Family Medicine-Kansas City, 43(6), 412.
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Hussain, A., Sial, M. S., Usman, S. M., Hwang, J., Jiang, Y., & Shafiq, A. (2019). What factors affect patient satisfaction in public sector hospitals: Evidence from an emerging economy. International journal of environmental research and public health, 16(6), 994.
Jha, A. K, Orav, E. J, Zheng, J, & Epstein, A. M. (2020). The characteristics and performance of hospitals that care for elderly Hispanic Americans. Health Affairs, 39(1), 84-92.
Jordan, J. N., Wadsworth, T. G., Robinson, R., Hruza, H., Paul, A., & O’Connor, S. K. (2021). Patient satisfaction with pharmacist-provided health-related services in a primary care clinic. Pharmacy, 9(4), 187.
Kalaja, R., & Krasniqi, M. (2022). Patient satisfaction with the quality of care in public hospitals in Albania. Frontiers in public health, 10, 925681.
Kaur, R., Kant, S., Goel, A. D., & Sharma, N. (2022). Patient satisfaction among the OPD attendees at a secondary care hospital in northern India. Journal of Patient Experience, p. 9, 23743735221120497.
Koampa, P. H., Manampiring, A. E., & Mantjoro, E. M. (2023). Analysis Of Factors That Influence Patient Satisfaction In The Inpatient Installation Manembo-nembo Type C Hospital Bitung. Lead Journal of Economy and Administration, 2(1), 11-21.
Kim, E. K, You, S, & Knox, J. (2020). The Mediating Effect of Empathy on the Relation Between Child Self-Expressiveness in Family and Prosocial Behaviors. Journal of Child and Family Studies, 29(6), 1572–1581. https://doi.org/10.1007/s10826-019-01676-2
Laela, D. S., Fatharani, A. S., Fatikhah, N., & Restuning, S. (2022). Description of Patient Satisfaction Levels in Facilities, Empathy, and Assurance for Dental Health Services at the Bandung Dental Health Clinic during the Adaptation of New Habits in the Era of the Covid-19 Pandemic. Science Midwifery, 10(4), 3184-3191.
Lateef, F. (2011). Patient expectations and the paradigm shift of care in emergency medicine. Journal of emergencies, trauma, and shock, 4(2), 163–167.
Lee, J., Kim, C. E., Shin, J. S., Lee, Y. J., Kim, M. R., Choi, A., ... & Ha, I. H. (2017). Quality of medical service, patient satisfaction and loyalty focusing on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC complementary and alternative medicine, 17, 1-12.
Li, H, Swe, K. M. M, Jabbar, M. A, & Ching, S. M. (2023). Patients’ satisfaction on primary healthcare services in China and its associated factors during COVID-19 pandemic: A cross-sectional study. Malaysian Family Physician, p. 18. https://doi.org/10.51866/oa.194
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International journal of environmental research and public health, 16(18), 3318.
Marzo, R. R., Bhattacharya, S., Ujang, N. B., Naing, T. W., Fei, A. T. H., Chun, C. K., & Ting, C. P. X. (2021). The impact of service quality provided by healthcare centers and physicians on patient satisfaction. Journal of education and health promotion, 10(1), 160.
Moudatsou, M., Stavropoulou, A., Philalithis, A., & Koukouli, S. (2020, January). The role of empathy in health and social care professionals. In Healthcare (Vol. 8, No. 1, p. 26). MDPI.
Ng, W., & Coakes, E. (2013). Business research: Enjoy creating, developing and writing your business project. Kogan Page Publishers.
Nguyen, N. B., Pham, H. L., Nguyen, N. T., Vuong, T. A. T., Nguyen, D. X., Nguyen, H. Q., & Do, N. M. T. (2014). Or11-2 Patient Satisfaction and Co-Pay Fee Acceptance At 9 Mmt Clinics In Hai Phong, Vietnam. Alcohol and Alcoholism, 49(suppl_1), i48-i48.
Osarobo, E. H., & Ayo, A. S. (2022). National Health Insurance Scheme services and patient satisfaction: the Nigerian experience. Health Economics and Management Review, 3(4), 46-54.
Parasuraman, A, Zeithaml, V. A, & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. In Source: Journal of Marketing (Vol. 49, Issue 4).
Purwanti, S., Sugiyanto, B., Wening, N., & Moertono, B. (2019). The Effect Of Quality Tangibles, Reliability, Responsiveness, Assurance, and Empathy On Patient Satisfaction At Queen Latifa General Hospital. International Journal of Business, Humanities, Education and Social Sciences (IJBHES), 1(1), 16-24.
Renedo, A., & Marston, C. (2015). Developing patient-centered care: an ethnographic study of patient perceptions and influence on quality improvement. BMC health services research, 15, 1-11.
Rezaian, S., & Selamat, H. B. (2015). Patient satisfaction in a university health center: A Malaysian study. Journal of Health Informatics in Developing Countries, 8(2). https://www.jhidc.org/index.php/jhidc/article/view/130
Simanullang, L. F., Amirah, A., & Aini, N. (2021). Analysis of Factors Affecting Nursing Services with Inpatient Satisfaction at Harapan/Pematangsiantar Hospital. Journal of Asian Multicultural Research for Medical and Health Science Study, 2(2), 54-64.
Suhadi, S, Yuniar, N, & Tawai, A. (2022). The relationship of the quality of health services in tangible dimensions with patient satisfaction in the health services of the Lepo-lepo Health Centre in Kendi City, Indonesia. World Journal of Advanced Research and Reviews, 15(15(1)), 701-707. https://doi.org/10.30574/wjarr.2022.15.1.0747
Ugwu, C, Ogbu, O, Ugwu, N, Chika-Igwenyi, N, Ikeagwulonu, R, Chukwu, O, Kalu, A, Afolabi, O, Iyidobi, T, & Uneke, C. (2022). An Appraisal of the Quality of Outpatient Healthcare Services and Patients’ Satisfaction at a Nigerian Mission Health Facility. Journal of Advances in Medical and Pharmaceutical Sciences, 24(8), 5-27.https://journaljamps.com/index.php/JAMPS/article/view/570. 10.9734/jumps/2022/v24i8570
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
Zuriati, Z., & Chiew, L. (2020). Relationship quality of health services with patients' satisfaction in H. Hanafie Muara Bungo Hospital in 2019. Enfermería clínica, 30, 168-170.
Smith, J., Johnson, M., & Brown, K. (2021). Assurance of healthcare service quality and its impact on patient satisfaction: A systematic review. Journal of Healthcare Management, 15(2), 45–58.
Agency for Healthcare Research and Quality (AHRQ). (2020). Patient satisfaction. Retrieved from https://www.ahrq.gov
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool for quality improvement. Oman Medical Journal, 29(1), 3.
AlOmari, F., & A. Hamid, A. B. (2022). Strategies to improve patient loyalty and medication adherence in Syrian healthcare: The mediating role of patient satisfaction. PloS one, 17(11), e0272057.
Al-Qudimat, A. R., Alhussin, E. M., Mohamed, S. A., Hassan, A. A., Doaib, A. M., & Alhawsawy, E. D. (2024). Patients’ satisfaction with the quality of nursing care: A cross-section study. International Journal of Africa Nursing Sciences, p. 20, 100690.
Alshrbaji, M., Mohammed, M., & Shamayleh, A. (2022, February). The Impact of Total Quality Management and Perceived Service Quality on Patient Satisfaction in Healthcare: A Systematic Review. In 2022 Advances in Science and Engineering Technology International Conferences (ASET) (pp. 1–6). IEEE.
Alshurideh, M. (2014). The factors predicting students’ satisfaction with universities’ healthcare clinics’ services. Dirasat. Administrative Sciences, 41(2), 451–464.
Chandra, S, Ward, P, & Mohammadnezhad, M. (2019). Factors associated with patient's satisfaction in the outpatient department of Suva sub-divisional health center, Fiji, 2018: A mixed method study. Frontiers in Public Health, 7(JUL). https://doi.org/10.3389/fpubh.2019.00183
Derksen, F, Bensing, J, & Lagro-Janssen, A. (2013). Effectiveness of empathy in general practice: A systematic review. In British Journal of General Practice (Vol. 63, Issue 606). https://doi.org/10.3399/bjgp13X660814
El-Haddad, C., Hegazi, I., & Hu, W. (2020). Understanding patient expectations of health care: a qualitative study. Journal of patient experience, 7(6), 1724-1731.
Endeshaw, B. (2020). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106–117.Gill, L., & White, L. (2009). A critical review of patient satisfaction. Leadership in health services, 22(1), 8–19.
Fadila, A. N., Hidayati, I. R., Yunita, S. L., Titani, M., & Atmadani, R. N. (2022). Patient Satisfaction of Pharmaceutical Services During the Covid-19 Pandemic in the Public Healthcare Center of Singosari, Malang. KnE Medicine, 1-14.
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023, February). Patient satisfaction with healthcare services and the techniques used for its assessment: a systematic literature review and a bibliometric analysis. In Healthcare (Vol. 11, No. 5, p. 639). MDPI.
Gavurova, B., Dvorsky, J., & Popesko, B. (2021). Patient satisfaction determinants of inpatient healthcare. International journal of environmental research and public health, 18(21), 11337.
Goodrich, G. W., & Lazenby, J. M. (2023). Elements of patient satisfaction: an integrative review. Nursing Open, 10(3), 1258-1269.
Haddad, T. C., Maita, K. C., Inselman, J. W., Avila, F. R., Torres-Guzman, R. A., Coffey, J. D., ... & Maniaci, M. J. (2023). Patient satisfaction with a multisite, multiregional remote patient monitoring program for acute and chronic condition management: survey-based analysis. Journal of medical Internet research, 25, e44528.
Hefner, J. L., McAlearney, A. S., Spatafora, N., & Moffatt-Bruce, S. D. (2019). Beyond patient satisfaction: Optimizing the patient experience. In Structural Approaches to Address Issues in Patient Safety (Vol. 18, pp. 255-261). Emerald Publishing Limited.
Hoffstädt, H., Stouthard, J., Meijers, M. C., Westendorp, J., Henselmans, I., Spreeuwenberg, P., ... & van Vliet, L. M. (2020). Patients' and clinicians' perceptions of clinician-expressed empathy in advanced cancer consultations and associations with patient outcomes. Palliative Medicine Reports, 1(1), 76-83.
Hojat, M., Louis, D. Z., Maxwell, K., Markham, F. W., Wender, R. C., & Gonnella, J. S. (2011). A brief instrument to measure patients' overall satisfaction with primary care physicians. Family Medicine-Kansas City, 43(6), 412.
Holmes, M. B., & Starr, J. A. (2022). A comparison of Doctor of Physical Therapy Students’ self-reported empathy with standardized patients' perceptions of empathy during a simulated telehealth encounter. Journal of Patient Experience, p. 9, 23743735221112226.
Hussain, A., Sial, M. S., Usman, S. M., Hwang, J., Jiang, Y., & Shafiq, A. (2019). What factors affect patient satisfaction in public sector hospitals: Evidence from an emerging economy. International journal of environmental research and public health, 16(6), 994.
Jha, A. K, Orav, E. J, Zheng, J, & Epstein, A. M. (2020). The characteristics and performance of hospitals that care for elderly Hispanic Americans. Health Affairs, 39(1), 84-92.
Jordan, J. N., Wadsworth, T. G., Robinson, R., Hruza, H., Paul, A., & O’Connor, S. K. (2021). Patient satisfaction with pharmacist-provided health-related services in a primary care clinic. Pharmacy, 9(4), 187.
Kalaja, R., & Krasniqi, M. (2022). Patient satisfaction with the quality of care in public hospitals in Albania. Frontiers in public health, 10, 925681.
Kaur, R., Kant, S., Goel, A. D., & Sharma, N. (2022). Patient satisfaction among the OPD attendees at a secondary care hospital in northern India. Journal of Patient Experience, p. 9, 23743735221120497.
Koampa, P. H., Manampiring, A. E., & Mantjoro, E. M. (2023). Analysis Of Factors That Influence Patient Satisfaction In The Inpatient Installation Manembo-nembo Type C Hospital Bitung. Lead Journal of Economy and Administration, 2(1), 11-21.
Kim, E. K, You, S, & Knox, J. (2020). The Mediating Effect of Empathy on the Relation Between Child Self-Expressiveness in Family and Prosocial Behaviors. Journal of Child and Family Studies, 29(6), 1572–1581. https://doi.org/10.1007/s10826-019-01676-2
Laela, D. S., Fatharani, A. S., Fatikhah, N., & Restuning, S. (2022). Description of Patient Satisfaction Levels in Facilities, Empathy, and Assurance for Dental Health Services at the Bandung Dental Health Clinic during the Adaptation of New Habits in the Era of the Covid-19 Pandemic. Science Midwifery, 10(4), 3184-3191.
Lateef, F. (2011). Patient expectations and the paradigm shift of care in emergency medicine. Journal of emergencies, trauma, and shock, 4(2), 163–167.
Lee, J., Kim, C. E., Shin, J. S., Lee, Y. J., Kim, M. R., Choi, A., ... & Ha, I. H. (2017). Quality of medical service, patient satisfaction and loyalty focusing on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC complementary and alternative medicine, 17, 1-12.
Li, H, Swe, K. M. M, Jabbar, M. A, & Ching, S. M. (2023). Patients’ satisfaction on primary healthcare services in China and its associated factors during COVID-19 pandemic: A cross-sectional study. Malaysian Family Physician, p. 18. https://doi.org/10.51866/oa.194
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International journal of environmental research and public health, 16(18), 3318.
Marzo, R. R., Bhattacharya, S., Ujang, N. B., Naing, T. W., Fei, A. T. H., Chun, C. K., & Ting, C. P. X. (2021). The impact of service quality provided by healthcare centers and physicians on patient satisfaction. Journal of education and health promotion, 10(1), 160.
Moudatsou, M., Stavropoulou, A., Philalithis, A., & Koukouli, S. (2020, January). The role of empathy in health and social care professionals. In Healthcare (Vol. 8, No. 1, p. 26). MDPI.
Ng, W., & Coakes, E. (2013). Business research: Enjoy creating, developing and writing your business project. Kogan Page Publishers.
Nguyen, N. B., Pham, H. L., Nguyen, N. T., Vuong, T. A. T., Nguyen, D. X., Nguyen, H. Q., & Do, N. M. T. (2014). Or11-2 Patient Satisfaction and Co-Pay Fee Acceptance At 9 Mmt Clinics In Hai Phong, Vietnam. Alcohol and Alcoholism, 49(suppl_1), i48-i48.
Osarobo, E. H., & Ayo, A. S. (2022). National Health Insurance Scheme services and patient satisfaction: the Nigerian experience. Health Economics and Management Review, 3(4), 46-54.
Parasuraman, A, Zeithaml, V. A, & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. In Source: Journal of Marketing (Vol. 49, Issue 4).
Purwanti, S., Sugiyanto, B., Wening, N., & Moertono, B. (2019). The Effect Of Quality Tangibles, Reliability, Responsiveness, Assurance, and Empathy On Patient Satisfaction At Queen Latifa General Hospital. International Journal of Business, Humanities, Education and Social Sciences (IJBHES), 1(1), 16-24.
Renedo, A., & Marston, C. (2015). Developing patient-centered care: an ethnographic study of patient perceptions and influence on quality improvement. BMC health services research, 15, 1-11.
Rezaian, S., & Selamat, H. B. (2015). Patient satisfaction in a university health center: A Malaysian study. Journal of Health Informatics in Developing Countries, 8(2). https://www.jhidc.org/index.php/jhidc/article/view/130
Simanullang, L. F., Amirah, A., & Aini, N. (2021). Analysis of Factors Affecting Nursing Services with Inpatient Satisfaction at Harapan/Pematangsiantar Hospital. Journal of Asian Multicultural Research for Medical and Health Science Study, 2(2), 54-64.
Suhadi, S, Yuniar, N, & Tawai, A. (2022). The relationship of the quality of health services in tangible dimensions with patient satisfaction in the health services of the Lepo-lepo Health Centre in Kendi City, Indonesia. World Journal of Advanced Research and Reviews, 15(15(1)), 701-707. https://doi.org/10.30574/wjarr.2022.15.1.0747
Ugwu, C, Ogbu, O, Ugwu, N, Chika-Igwenyi, N, Ikeagwulonu, R, Chukwu, O, Kalu, A, Afolabi, O, Iyidobi, T, & Uneke, C. (2022). An Appraisal of the Quality of Outpatient Healthcare Services and Patients’ Satisfaction at a Nigerian Mission Health Facility. Journal of Advances in Medical and Pharmaceutical Sciences, 24(8), 5-27.https://journaljamps.com/index.php/JAMPS/article/view/570. 10.9734/jumps/2022/v24i8570
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
Zuriati, Z., & Chiew, L. (2020). Relationship quality of health services with patients' satisfaction in H. Hanafie Muara Bungo Hospital in 2019. Enfermería clínica, 30, 168-170.
Smith, J., Johnson, M., & Brown, K. (2021). Assurance of healthcare service quality and its impact on patient satisfaction: A systematic review. Journal of Healthcare Management, 15(2), 45–58.
Published
2024-10-05
How to Cite
Yunus, N. M., Abdullah, M. Z., binti Ramdan, N. F., & Alnuaimi, H. A. S. B. S. (2024). The Impact of Healthcare Service Quality on Patient Satisfaction at University Health Center . Information Management and Business Review, 16(3(I)S), 440-451. https://doi.org/10.22610/imbr.v16i3(I)S.4072
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Copyright (c) 2024 Noor’ain Mohamad Yunus, Mohd Zulkifli Abdullah, Nurul Fatihah binti Ramdan, Huda Al Shaiba Bedaia Safsouf Alnuaimi
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