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Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals

Background: The study has aimed to investigate the Muslim patient's psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia. Methods: Data were collected from private hospitals in Klang Valley. A total of...

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Main Authors: Rahman, Muhammad Khalilur, Bhuiyan, Miraj Ahmed, Zailani, Suhaiza
Format: Article
Published: Dove Medical Press Ltd. 2021
Subjects:
HD28 Management. Industrial Management
Online Access:http://eprints.um.edu.my/27098/
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spelling my.um.eprints.270982022-05-23T05:07:52Z http://eprints.um.edu.my/27098/ Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals Rahman, Muhammad Khalilur Bhuiyan, Miraj Ahmed Zailani, Suhaiza HD28 Management. Industrial Management Background: The study has aimed to investigate the Muslim patient's psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia. Methods: Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach. Results: The findings revealed that administrative behaviour, nurse's services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician's services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians' services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty. Conclusion: The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction. Dove Medical Press Ltd. 2021 Article PeerReviewed Rahman, Muhammad Khalilur and Bhuiyan, Miraj Ahmed and Zailani, Suhaiza (2021) Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals. Patient Preference and Adherence, 15. pp. 2633-2646. ISSN 1177-889X, DOI https://doi.org/10.2147/PPA.S333595 <https://doi.org/10.2147/PPA.S333595>. 10.2147/PPA.S333595
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 HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Zailani, Suhaiza
Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
description Background: The study has aimed to investigate the Muslim patient's psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia. Methods: Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach. Results: The findings revealed that administrative behaviour, nurse's services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician's services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians' services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty. Conclusion: The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction.
format Article
author Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Zailani, Suhaiza
author_facet Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Zailani, Suhaiza
author_sort Rahman, Muhammad Khalilur
title Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
title_short Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
title_full Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
title_fullStr Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
title_full_unstemmed Healthcare services: Patient satisfaction and loyalty lessons from Islamic friendly hospitals
title_sort healthcare services: patient satisfaction and loyalty lessons from islamic friendly hospitals
publisher Dove Medical Press Ltd.
publishDate 2021
url http://eprints.um.edu.my/27098/
_version_ 1735409499349450752
score 13.211869

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