Private healthcare quality: applying a SERVQUAL model
Purpose – This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. Design/methodology/approach – The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. D...
| Main Authors: | , |
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| Format: | Journal Article |
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Emerald Group Publishing
2010
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| Online Access: | http://hdl.handle.net/20.500.11937/32812 |
| _version_ | 1848753767586988032 |
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| author | Butt, Mohsin de Run, E. |
| author_facet | Butt, Mohsin de Run, E. |
| author_sort | Butt, Mohsin |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Purpose – This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. Design/methodology/approach – The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity. Findings – Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice. Research limitations/implications – Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups. Originality/value – The study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts. |
| first_indexed | 2025-11-14T08:29:45Z |
| format | Journal Article |
| id | curtin-20.500.11937-32812 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:29:45Z |
| publishDate | 2010 |
| publisher | Emerald Group Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-328122017-09-13T15:27:12Z Private healthcare quality: applying a SERVQUAL model Butt, Mohsin de Run, E. Purpose – This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. Design/methodology/approach – The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity. Findings – Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice. Research limitations/implications – Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups. Originality/value – The study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts. 2010 Journal Article http://hdl.handle.net/20.500.11937/32812 10.1108/0952686101107158 Emerald Group Publishing restricted |
| spellingShingle | Butt, Mohsin de Run, E. Private healthcare quality: applying a SERVQUAL model |
| title | Private healthcare quality: applying a SERVQUAL model |
| title_full | Private healthcare quality: applying a SERVQUAL model |
| title_fullStr | Private healthcare quality: applying a SERVQUAL model |
| title_full_unstemmed | Private healthcare quality: applying a SERVQUAL model |
| title_short | Private healthcare quality: applying a SERVQUAL model |
| title_sort | private healthcare quality: applying a servqual model |
| url | http://hdl.handle.net/20.500.11937/32812 |