Satisfaction of outpatients on service quality: a case study at two specialist clinics
Since the last few decades, there has been a growing concern on the issues of health care, particularly on the service quality provided by hospitals. Generally all hospitals aim at providing the best quality of services to their patients but the service quality may vary between hospitals. A case...
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2009
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my-ukm.journal.19122011-06-20T01:58:02Z http://journalarticle.ukm.my/1912/ Satisfaction of outpatients on service quality: a case study at two specialist clinics Choong-Yeun Liong, Nur Jumaadzan Zaleha Mamat, Tze-Yun Leong, Since the last few decades, there has been a growing concern on the issues of health care, particularly on the service quality provided by hospitals. Generally all hospitals aim at providing the best quality of services to their patients but the service quality may vary between hospitals. A case study was carried out for measuring outpatients’ satisfaction on the service quality at two specialist clinics using the quality dimensions as proposed by the Joint Commission on Accreditation of Healthcare Organizations. By using gap analysis and quality value, i.e. Q method, eight dimensions of quality service that were studied include appropriateness, efficiency, respect and caring, safety, continuity, effectiveness, timeliness, and availability. The study showed that the service quality provided by these two specialist clinics were unable to meet the expectations of the outpatients Penerbit ukm 2009-07 Article PeerReviewed Choong-Yeun Liong, and Nur Jumaadzan Zaleha Mamat, and Tze-Yun Leong, (2009) Satisfaction of outpatients on service quality: a case study at two specialist clinics. Journal of Quality Measurement and Analysis, 5 (1). pp. 35-44. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html |
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| description |
Since the last few decades, there has been a growing concern on the issues of health care,
particularly on the service quality provided by hospitals. Generally all hospitals aim at
providing the best quality of services to their patients but the service quality may vary between
hospitals. A case study was carried out for measuring outpatients’ satisfaction on the service
quality at two specialist clinics using the quality dimensions as proposed by the Joint
Commission on Accreditation of Healthcare Organizations. By using gap analysis and quality
value, i.e. Q method, eight dimensions of quality service that were studied include
appropriateness, efficiency, respect and caring, safety, continuity, effectiveness, timeliness,
and availability. The study showed that the service quality provided by these two specialist
clinics were unable to meet the expectations of the outpatients |
| format |
Article |
| author |
Choong-Yeun Liong, Nur Jumaadzan Zaleha Mamat, Tze-Yun Leong, |
| spellingShingle |
Choong-Yeun Liong, Nur Jumaadzan Zaleha Mamat, Tze-Yun Leong, Satisfaction of outpatients on service quality: a case study at two specialist clinics |
| author_facet |
Choong-Yeun Liong, Nur Jumaadzan Zaleha Mamat, Tze-Yun Leong, |
| author_sort |
Choong-Yeun Liong, |
| title |
Satisfaction of outpatients on service quality:
a case study at two specialist clinics
|
| title_short |
Satisfaction of outpatients on service quality:
a case study at two specialist clinics
|
| title_full |
Satisfaction of outpatients on service quality:
a case study at two specialist clinics
|
| title_fullStr |
Satisfaction of outpatients on service quality:
a case study at two specialist clinics
|
| title_full_unstemmed |
Satisfaction of outpatients on service quality:
a case study at two specialist clinics
|
| title_sort |
satisfaction of outpatients on service quality:
a case study at two specialist clinics |
| publisher |
Penerbit ukm |
| publishDate |
2009 |
| url |
http://journalarticle.ukm.my/1912/ http://www.ukm.my/~ppsmfst/jqma/index.html |
| _version_ |
1643735199443320832 |
| score |
13.211869 |