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Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan

Public hospitals play an important role in improving the health of Malaysians through efficient and effective planning along with monitoring the services provided by the Ministry of Health Malaysia (MOH). To improve the standard of good health, the MOH needs to make continuous improvements, specific...

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Main Author: Rohaya, Roais
Format: Thesis
Language:English
English
English
Published: 2021
Subjects:
HD4801-8943 Labor. Work. Working Class
JQ Political institutions and public administration (Asia)
Online Access:https://etd.uum.edu.my/10566/2/s901165_01.pdf
https://etd.uum.edu.my/10566/3/s901165_02.pdf
https://etd.uum.edu.my/10566/4/Deposit%20permission%20not%20allowed-s901165.pdf
https://etd.uum.edu.my/10566/
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spelling my.uum.etd.105662023-07-16T01:19:53Z https://etd.uum.edu.my/10566/ Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan Rohaya, Roais HD4801-8943 Labor. Work. Working Class JQ Political institutions and public administration (Asia) Public hospitals play an important role in improving the health of Malaysians through efficient and effective planning along with monitoring the services provided by the Ministry of Health Malaysia (MOH). To improve the standard of good health, the MOH needs to make continuous improvements, specifically in terms of the quality of services in public hospitals in Malaysia. With the rising cost of healthcare and the increasing number of patients in public hospitals in Malaysia, this puts pressure on hospital management in the process of planning and implementing the best health delivery to Malaysians. This also causes nonachievement of the quality level set by the MOH and in turn causes an increase in complaints and grievances from the public towards public hospitals in Malaysia. The main objective of this study was to examine the extent of the relationship between the dependent variables (quality and performance of services from the perspective of Muslim patients) with the moderation variables (frequency of treatment) and independent variables (quality of physical environment, quality of interaction, quality of outcome). The respondents involved in this study consisted of patients seeking treatment at the Outpatient Department and Specialist Clinics at public hospitals selected to represent the Zone. This study employs quantitative methods which involves 376 questionnaires that have been returned by respondents. Data were analysed using SPSS software version 27.0 and Partial Least Square (PLS-SEM) software SmartPLS version 3.2. The results of the analysis demonstrated that the quality of physical environment, quality of interaction and quality of results had a significant effect on the quality and performance of services from the perspective of Muslim patients while the frequency of treatment did not have a significant effect on the relationship between quality of physical environment, quality of interaction and quality of outcome and quality and service performance from the perspective of Muslim patients. The findings in this study presented the importance of research on the service quality in the health sector and provide new ideas to management by extending the use of hierarchical model as the main basis in the efforts to improve the quality of service delivery in public hospitals in Malaysia and subsequently reduce complaints by the public. 2021 Thesis NonPeerReviewed text en https://etd.uum.edu.my/10566/2/s901165_01.pdf text en https://etd.uum.edu.my/10566/3/s901165_02.pdf text en https://etd.uum.edu.my/10566/4/Deposit%20permission%20not%20allowed-s901165.pdf Rohaya, Roais (2021) Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan. Doctoral thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
English
topic HD4801-8943 Labor. Work. Working Class
JQ Political institutions and public administration (Asia)
spellingShingle HD4801-8943 Labor. Work. Working Class
JQ Political institutions and public administration (Asia)
Rohaya, Roais
Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
description Public hospitals play an important role in improving the health of Malaysians through efficient and effective planning along with monitoring the services provided by the Ministry of Health Malaysia (MOH). To improve the standard of good health, the MOH needs to make continuous improvements, specifically in terms of the quality of services in public hospitals in Malaysia. With the rising cost of healthcare and the increasing number of patients in public hospitals in Malaysia, this puts pressure on hospital management in the process of planning and implementing the best health delivery to Malaysians. This also causes nonachievement of the quality level set by the MOH and in turn causes an increase in complaints and grievances from the public towards public hospitals in Malaysia. The main objective of this study was to examine the extent of the relationship between the dependent variables (quality and performance of services from the perspective of Muslim patients) with the moderation variables (frequency of treatment) and independent variables (quality of physical environment, quality of interaction, quality of outcome). The respondents involved in this study consisted of patients seeking treatment at the Outpatient Department and Specialist Clinics at public hospitals selected to represent the Zone. This study employs quantitative methods which involves 376 questionnaires that have been returned by respondents. Data were analysed using SPSS software version 27.0 and Partial Least Square (PLS-SEM) software SmartPLS version 3.2. The results of the analysis demonstrated that the quality of physical environment, quality of interaction and quality of results had a significant effect on the quality and performance of services from the perspective of Muslim patients while the frequency of treatment did not have a significant effect on the relationship between quality of physical environment, quality of interaction and quality of outcome and quality and service performance from the perspective of Muslim patients. The findings in this study presented the importance of research on the service quality in the health sector and provide new ideas to management by extending the use of hierarchical model as the main basis in the efforts to improve the quality of service delivery in public hospitals in Malaysia and subsequently reduce complaints by the public.
format Thesis
author Rohaya, Roais
author_facet Rohaya, Roais
author_sort Rohaya, Roais
title Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
title_short Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
title_full Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
title_fullStr Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
title_full_unstemmed Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
title_sort kualiti dan prestasi perkhidmatan hospital awam di semenanjung malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan
publishDate 2021
url https://etd.uum.edu.my/10566/2/s901165_01.pdf
https://etd.uum.edu.my/10566/3/s901165_02.pdf
https://etd.uum.edu.my/10566/4/Deposit%20permission%20not%20allowed-s901165.pdf
https://etd.uum.edu.my/10566/
_version_ 1772814580219641856
score 13.211869

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