Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital
A systematic review of the military hospital literature indicates that interactional quality consists of three critical dimensions, namely responsiveness, assurance, and empathy. The competence of service providers, such as employees, to implement these quality dimensions can indirectly affect patie...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | en |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2025
|
| Online Access: | http://journalarticle.ukm.my/26413/1/Paper_5%20-.pdf http://journalarticle.ukm.my/26413/ https://www.ukm.my/jqma/ |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1855615327065341952 |
|---|---|
| author | Azman Ismail, Ummu Ajirah Abdul Rauf, Nurshahira Ibrahim, |
| author_facet | Azman Ismail, Ummu Ajirah Abdul Rauf, Nurshahira Ibrahim, |
| author_sort | Azman Ismail, |
| building | Tun Sri Lanang Library |
| collection | Institutional Repository |
| content_provider | Universiti Kebangsaan Malaysia |
| content_source | UKM Journal Article Repository |
| continent | Asia |
| country | Malaysia |
| description | A systematic review of the military hospital literature indicates that interactional quality consists of three critical dimensions, namely responsiveness, assurance, and empathy. The competence of service providers, such as employees, to implement these quality dimensions can indirectly affect patient satisfaction through patients’ perceived value of the healthcare service system. This causal linkage has been extensively examined in both private and public healthcare systems; however, the mediating role of patients' perceived value is seldom highlighted in the military healthcare research literature. This gap has inspired the current study to investigate the association between interactional quality, patients' perceived value, and patient satisfaction. A cross-sectional data of 212 patients were gathered through purposive sampling at an established military hospital in Peninsular Malaysia. The measurement model and structural model were analyzed using SmartPLS. The findings of the structural equation modeling confirm that patients' perceived value does act as an essential mediating variable between interactional quality and patient satisfaction. This result supports the multi-dimensionality of perceived value and aids practitioners in developing customer assistance programs to maintain and improve the performance of military hospital services. |
| format | Article |
| id | my-ukm.journal.26413 |
| institution | Universiti Kebangsaan Malaysia |
| language | en |
| publishDate | 2025 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| record_format | eprints |
| spelling | my-ukm.journal.264132026-01-12T09:11:34Z http://journalarticle.ukm.my/26413/ Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital Azman Ismail, Ummu Ajirah Abdul Rauf, Nurshahira Ibrahim, A systematic review of the military hospital literature indicates that interactional quality consists of three critical dimensions, namely responsiveness, assurance, and empathy. The competence of service providers, such as employees, to implement these quality dimensions can indirectly affect patient satisfaction through patients’ perceived value of the healthcare service system. This causal linkage has been extensively examined in both private and public healthcare systems; however, the mediating role of patients' perceived value is seldom highlighted in the military healthcare research literature. This gap has inspired the current study to investigate the association between interactional quality, patients' perceived value, and patient satisfaction. A cross-sectional data of 212 patients were gathered through purposive sampling at an established military hospital in Peninsular Malaysia. The measurement model and structural model were analyzed using SmartPLS. The findings of the structural equation modeling confirm that patients' perceived value does act as an essential mediating variable between interactional quality and patient satisfaction. This result supports the multi-dimensionality of perceived value and aids practitioners in developing customer assistance programs to maintain and improve the performance of military hospital services. Penerbit Universiti Kebangsaan Malaysia 2025-09 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/26413/1/Paper_5%20-.pdf Azman Ismail, and Ummu Ajirah Abdul Rauf, and Nurshahira Ibrahim, (2025) Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital. Journal of Quality Measurement and Analysis, 21 (3). pp. 79-97. ISSN 2600-8602 https://www.ukm.my/jqma/ |
| spellingShingle | Azman Ismail, Ummu Ajirah Abdul Rauf, Nurshahira Ibrahim, Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title | Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title_full | Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title_fullStr | Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title_full_unstemmed | Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title_short | Relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| title_sort | relationship between interactional quality, patients’ perceived value and patient satisfaction in military hospital |
| url | http://journalarticle.ukm.my/26413/1/Paper_5%20-.pdf http://journalarticle.ukm.my/26413/ https://www.ukm.my/jqma/ |
| url_provider | http://journalarticle.ukm.my/ |