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Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study

OBJECTIVE: The current study aimed to investigate the relationships among the perceived quality of healthcare services, satisfaction and behavioural intentions among international students in Kuala Lumpur, Malaysia. SETTING: A cross-sectional study on public universities in Kuala Lumpur, Malaysia. P...

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Main Authors: Aljaberi, Musheer Abdulwahid, Juni, Muhamad Hanafiah, Al-Maqtari, Rasheed Addulsalam, Lye, Munn Sann, Saeed, Murad Abdu, Al-Dubai, Sami Abdo Radman, Kadir Shahar, Hayati
Format: Article
Published: BMJ Publishing Group 2018
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R Medicine
Online Access:http://eprints.um.edu.my/22545/
https://doi.org/10.1136/bmjopen-2017-021180
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spelling my.um.eprints.225452019-09-25T04:49:54Z http://eprints.um.edu.my/22545/ Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study Aljaberi, Musheer Abdulwahid Juni, Muhamad Hanafiah Al-Maqtari, Rasheed Addulsalam Lye, Munn Sann Saeed, Murad Abdu Al-Dubai, Sami Abdo Radman Kadir Shahar, Hayati R Medicine OBJECTIVE: The current study aimed to investigate the relationships among the perceived quality of healthcare services, satisfaction and behavioural intentions among international students in Kuala Lumpur, Malaysia. SETTING: A cross-sectional study on public universities in Kuala Lumpur, Malaysia. PARTICIPANTS: All participants in this study were international students joining public universities in Kuala Lumpur, Malaysia. PRIMARY INDEPENDENT VARIABLE: Perceived quality of healthcare services measured on a SERVQUAL scale. PRIMARY DEPENDENT VARIABLE: Participants' satisfaction of healthcare services assessed using five items. SECONDARY DEPENDENT VARIABLE: Behavioural intentions measured on six items. RESULTS: Of the 556 international students, 500 (90%) completed the survey. The study used structural equation modelling (SEM) through the AMOS (Analysis of Moment Structures) software to analyse the data. SEM analyses showed that the perceived quality of healthcare services significantly and directly affected satisfaction, with a value of 89% and an effect size of 0.78. It also had a significant indirect impact on the behavioural intentions (0.78) of international students. The results indicated that participants' satisfaction had a statistically significant impact on their behavioural intentions (0.77). CONCLUSION: Perceived quality of care is an important driver of international students' satisfaction and their behavioural intention with healthcare services. Such relations of effects among the three investigated factors were also positive and significant. BMJ Publishing Group 2018 Article PeerReviewed Aljaberi, Musheer Abdulwahid and Juni, Muhamad Hanafiah and Al-Maqtari, Rasheed Addulsalam and Lye, Munn Sann and Saeed, Murad Abdu and Al-Dubai, Sami Abdo Radman and Kadir Shahar, Hayati (2018) Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study. BMJ Open, 8 (9). e021180. ISSN 2044-6055 https://doi.org/10.1136/bmjopen-2017-021180 doi:10.1136/bmjopen-2017-021180
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic R Medicine
spellingShingle R Medicine
Aljaberi, Musheer Abdulwahid
Juni, Muhamad Hanafiah
Al-Maqtari, Rasheed Addulsalam
Lye, Munn Sann
Saeed, Murad Abdu
Al-Dubai, Sami Abdo Radman
Kadir Shahar, Hayati
Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
description OBJECTIVE: The current study aimed to investigate the relationships among the perceived quality of healthcare services, satisfaction and behavioural intentions among international students in Kuala Lumpur, Malaysia. SETTING: A cross-sectional study on public universities in Kuala Lumpur, Malaysia. PARTICIPANTS: All participants in this study were international students joining public universities in Kuala Lumpur, Malaysia. PRIMARY INDEPENDENT VARIABLE: Perceived quality of healthcare services measured on a SERVQUAL scale. PRIMARY DEPENDENT VARIABLE: Participants' satisfaction of healthcare services assessed using five items. SECONDARY DEPENDENT VARIABLE: Behavioural intentions measured on six items. RESULTS: Of the 556 international students, 500 (90%) completed the survey. The study used structural equation modelling (SEM) through the AMOS (Analysis of Moment Structures) software to analyse the data. SEM analyses showed that the perceived quality of healthcare services significantly and directly affected satisfaction, with a value of 89% and an effect size of 0.78. It also had a significant indirect impact on the behavioural intentions (0.78) of international students. The results indicated that participants' satisfaction had a statistically significant impact on their behavioural intentions (0.77). CONCLUSION: Perceived quality of care is an important driver of international students' satisfaction and their behavioural intention with healthcare services. Such relations of effects among the three investigated factors were also positive and significant.
format Article
author Aljaberi, Musheer Abdulwahid
Juni, Muhamad Hanafiah
Al-Maqtari, Rasheed Addulsalam
Lye, Munn Sann
Saeed, Murad Abdu
Al-Dubai, Sami Abdo Radman
Kadir Shahar, Hayati
author_facet Aljaberi, Musheer Abdulwahid
Juni, Muhamad Hanafiah
Al-Maqtari, Rasheed Addulsalam
Lye, Munn Sann
Saeed, Murad Abdu
Al-Dubai, Sami Abdo Radman
Kadir Shahar, Hayati
author_sort Aljaberi, Musheer Abdulwahid
title Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
title_short Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
title_full Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
title_fullStr Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
title_full_unstemmed Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: a cross-sectional study
title_sort relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in kuala lumpur, malaysia: a cross-sectional study
publisher BMJ Publishing Group
publishDate 2018
url http://eprints.um.edu.my/22545/
https://doi.org/10.1136/bmjopen-2017-021180
_version_ 1646210271855771648
score 13.211869

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