2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit
| Format: | General Document |
|---|
| _version_ | 1860798182740459520 |
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| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2023-09-18 |
| format | General Document |
| id | 16323 |
| institution | UniSZA |
| originalfilename | PENGARUH IMEJ, KUALITI PERKHIDMATAN HOSPITAL DAN KESAN PERANTARA KEPUASAN PESAKIT TERHADAP KESETIAAN PESAKIT (MASTER_2020).pdf |
| person | Assila Anis Binti Asnawi |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16323 |
| sourcemedia | Server storage Scanned document |
| spelling | 16323 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16323 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management Malay application/pdf 1.5 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 214 Medical care—Quality control Patient satisfaction 2023-09-18 PENGARUH IMEJ, KUALITI PERKHIDMATAN HOSPITAL DAN KESAN PERANTARA KEPUASAN PESAKIT TERHADAP KESETIAAN PESAKIT (MASTER_2020).pdf Assila Anis Binti Asnawi Pengaruh Imej Kualiti Perkhidmatan Hospital Kesan Perantara Kepuasan Pesakit Kesetiaan Pesakit Hospital image Health services quality Hospitals—Reputation 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit The increasing number of hospitals has created a competitive environment in the healthcare industry in the country. This situation requires commitment from the hospitals to enhance their image and service quality in order to provide patient satisfaction and ensure their loyalty towards their organisations. Good image and excellent service quality ensure customer satisfaction and loyalty to continue using the services provided. This study attempts to link the hospital image and service quality towards patient satisfaction and loyalty to public hospitals. A set of questionnaires was utilised as an investigation tool using 10-point interval scale. In the process of developing a sampling frame, a total of 560 patients were selected as respondents at Public Hospital Kuala Terengganu. They were given the self administered questionnaires to attend at their own convenient time From this sampling frame, a total of 280 respondents were selected using simple random sampling method. The data were analysed using IBM-SPSS 25.0 and IBM-SPSS AMOS 25.0. Findings showed that hospital image has a significant influence on patient satisfaction (β=0.230, p-value=0.001) and eventually does not effect on patient loyalty (β=0.062, p-value=0.439). Meanwhile, service quality has a significant influence on both patient loyalty (β=0.252, p-value=0.006) and patient satisfaction (β=0.423, pvalue=0.001). To ensure the loyalty of patients to continue giving positive comments regarding services at the hospital, this study proposes a framework to enhance the image and quality of hospital services as well as to increase patients’ satisfaction and loyalty toward the Public Hospital Kuala Terengganu. Limitations of study and recommendations regarding service quality and hospital image in the healthcare sector in the future are also discussed. Dissertations, Academic Thesis |
| spellingShingle | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| state | Terengganu |
| subject | Medical care—Quality control Patient satisfaction Hospital image Health services quality Hospitals—Reputation Dissertations, Academic |
| summary | The increasing number of hospitals has created a competitive environment in the healthcare industry in the country. This situation requires commitment from the hospitals to enhance their image and service quality in order to provide patient satisfaction and ensure their loyalty towards their organisations. Good image and excellent service quality ensure customer satisfaction and loyalty to continue using the services provided. This study attempts to link the hospital image and service quality towards patient satisfaction and loyalty to public hospitals. A set of questionnaires was utilised as an investigation tool using 10-point interval scale. In the process of developing a sampling frame, a total of 560 patients were selected as respondents at Public Hospital Kuala Terengganu. They were given the self administered questionnaires to attend at their own convenient time From this sampling frame, a total of 280 respondents were selected using simple random sampling method. The data were analysed using IBM-SPSS 25.0 and IBM-SPSS AMOS 25.0. Findings showed that hospital image has a significant influence on patient satisfaction (β=0.230, p-value=0.001) and eventually does not effect on patient loyalty (β=0.062, p-value=0.439). Meanwhile, service quality has a significant influence on both patient loyalty (β=0.252, p-value=0.006) and patient satisfaction (β=0.423, pvalue=0.001). To ensure the loyalty of patients to continue giving positive comments regarding services at the hospital, this study proposes a framework to enhance the image and quality of hospital services as well as to increase patients’ satisfaction and loyalty toward the Public Hospital Kuala Terengganu. Limitations of study and recommendations regarding service quality and hospital image in the healthcare sector in the future are also discussed. |
| title | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| title_full | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| title_fullStr | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| title_full_unstemmed | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| title_short | 2020_Pengaruh Imej, Kualiti Perkhidmatan Hospital dan Kesan Perantara Kepuasan Pesakit Terhadap Kesetiaan Pesakit |
| title_sort | 2020_pengaruh imej, kualiti perkhidmatan hospital dan kesan perantara kepuasan pesakit terhadap kesetiaan pesakit |