Obstetrics Patient Loyalty: A Study of Malaysian Private Hospitals

IF 0.1 0 RELIGION

global journal al thaqafah Pub Date : 2022-02-28 DOI:10.7187/gjatsi022022-6

Sook Fern Yeo, Cheng Ling Tan, Yen Nee Goh

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Abstract

The purpose of this study is to examine the path of obstetrics service quality and patient loyalty. The service quality encompasses doctors’ knowledge, nurse professionalism, diagnostic procedures, perceived price and healthscape. This study is found to be of interest because there have been limited studies conducted in Malaysia concerning patient loyalty for obstetrics services in private hospitals. The sample size comprises 419 patients from ten private hospitals in five states of Peninsular Malaysia. Data were collected and analysed using Structural Equation Modeling (SEM). The results indicate that diagnostic procedures, doctor’s knowledge and perceived price, have a significant positive relationship with patient loyalty. In contrast, nurses’ professionalism and healthscape had no significant impact on patient loyalty. Further, the Importance-Performance Matrix Analysis (IPMA) results contribute as an insight for the management to overcome and improve on identified areas with low performance. The findings of this study are endorsed by the IPMA that the importance and performance of diagnostic procedures are high in contributing to patient loyalty for the obstetrics service in Malaysia.

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产科患者忠诚度:马来西亚私立医院研究

本研究旨在探讨产科服务品质与患者忠诚度之关系。服务质量包括医生的知识、护士的专业水平、诊断程序、感知价格和健康状况。这项研究被认为是有趣的，因为在马来西亚进行的关于私立医院产科服务的患者忠诚度的研究有限。样本量包括来自马来西亚半岛五个州的十家私立医院的419名患者。数据收集和分析采用结构方程模型(SEM)。结果表明，诊断程序、医生知识和感知价格对患者忠诚度有显著正相关。相比之下，护士的专业精神和健康状况对患者的忠诚度没有显著影响。此外，重要性-绩效矩阵分析(IPMA)结果有助于为管理层克服和改进已确定的低绩效领域提供见解。这项研究的结果是由IPMA认可的诊断程序的重要性和性能在促进马来西亚的产科服务的患者忠诚度很高。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

global journal al thaqafah RELIGION-

CiteScore

0.20

自引率

0.00%

发文量

期刊介绍： Global Journal Al-Thaqafah (GJAT) is a biannual journal, published by Universiti Sultan Azlan Shah (USAS), Perak, MALAYSIA. This journal is purely academic and peer reviewed. It caters to articles, research notes and reports, and book reviews on diverse topics relating to Islam and the Muslims. This journal is intended to provide an avenue for researchers and academics from all persuasions and traditions to share and discuss differing views, new ideas, theories, research outcomes, and socio-cultural and socio-political issues that impact on and directly or indirectly affect the Muslim World with the sole purpose of making this world a better place to live in. GJAT started in 2011 and was later granted the SCOPUS status in March 2014. Since then, GJAT has published numerous articles and materials from international contributors. GJAT welcomes contributions from all: academics, experts, and professionals. All articles submitted must be original, academic, of high scholarly standard, and meet the strict SCOPUS requirements. GJAT prioritizes articles that discuss fundamental issues and are of global relevance and importance, and publishes all articles that fulfill the basic criteria without prejudice (kindly refer to "Submission and Guidelines"). All decisions by GJAT to publish any article are final.