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Service Quality and Outpatients Satisfaction in Public Hospitals in Malaysia

Loh Chun Ting


Krishna Moorthy


Ho Wai Kee


Cheang Wai Yee


Lim Wei Yee


Oh An Ni


Yu Wan Ting

Loh Chun Ting 1 Krishna Moorthy 1 

Ho Wai Kee 3 Cheang Wai Yee 1 Lim Wei Yee 3 Oh An Ni 1 Yu Wan Ting 3 

  1. Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia. 1

  2. Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Kampar Campus, Perak, Malaysia 3

Pages: 57-73

DOI: 10.18488/journal.74.2019.61.57.73

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Article History:

Received: 29 October, 2018
Revised: 05 December, 2018
Accepted: 08 January, 2019
Published: 19 March, 2019


The objective of this research is to determine the relationship between service quality and outpatients’ satisfaction towards public hospitals in Malaysia. Five dimensions from SERVQUAL model, Competency, Responsiveness, Courtesy, Tangibility and Reliability are used in the research model. A cross-sectional survey was conducted in hospitals located in States with the highest average outpatient numbers, namely Hospital Kuala Lumpur, Hospital Pulau Pinang and Hospital Putrajaya. The convenience sampling technique was used and 409 useful questionnaires were collected. The results showed that there is a significant positive relationship between Competency, Tangibility, Reliability and Outpatient Satisfaction. However, Responsiveness and Courtesy have a positive and insignificant relationship with Outpatients’ Satisfaction. By determining the significant variables influencing outpatients’ satisfaction, this study gives an insight for managers and staff of public hospitals on the effect of service quality towards outpatients’ satisfaction and also recommends ways for improvement.
Contribution/ Originality


SERVQUAL , Service quality, Satisfaction, Public hospitals,Outpatient, Malaysia.




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This study received no specific financial support.

Competing Interests:

The authors declare that they have no competing interests.


All authors contributed equally to the conception and design of the study.

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