Inpatient satisfaction: an analysis of Malaysian public hospitals
Purpose - The objective of this study is to provide an empirical analysis on inpatient satisfaction in Malaysian public hospitals. Design/methodology/approach - Self-administered questionnaire was the main data collection method. Altogether 23 hospitals throughout Peninsular Malaysia participated...
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| Format: | Article |
| Language: | English |
| Published: |
Emerald
2012
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| Online Access: | http://irep.iium.edu.my/8841/ http://irep.iium.edu.my/8841/1/Inpatient_satisfaction-.pdf |
| _version_ | 1848777068829999104 |
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| author | Abd. Manaf, Noor Hazilah |
| author_facet | Abd. Manaf, Noor Hazilah |
| author_sort | Abd. Manaf, Noor Hazilah |
| building | IIUM Repository |
| collection | Online Access |
| description | Purpose - The objective of this study is to provide an empirical analysis on inpatient satisfaction in Malaysian public hospitals.
Design/methodology/approach - Self-administered questionnaire was the main data collection method. Altogether 23 hospitals throughout Peninsular Malaysia participated in the survey. Cluster sampling was used in the selection of the respondent hospitals, while convenience sampling was used in administering the survey.
Findings - Three factors of inpatient satisfaction were extracted, which were clinical and physical dimensions of service, and additional facilities for patients and family members. Inpatient satisfaction was found to be higher for clinical dimension than physical dimension. Overall, inpatient satisfaction was high as reflected by the high mean score of the variables, although caution was expressed in interpreting the finding, particularly low expectation of patients to begin with.
Research limitations/implications - The research was limited to inpatient of Malaysian public hospitals. A thorough evaluation of the nation’s public healthcare delivery system would need to include outpatient service as well.
Originality/value - The research provides an empirical analysis on inpatient satisfaction in Malaysian public hospitals. This allows policy-makers to evaluate the level of public healthcare delivery service in the country and therefore assist in policy decision-making and implementation.
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| first_indexed | 2025-11-14T14:40:07Z |
| format | Article |
| id | iium-8841 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T14:40:07Z |
| publishDate | 2012 |
| publisher | Emerald |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-88412013-09-16T14:14:06Z http://irep.iium.edu.my/8841/ Inpatient satisfaction: an analysis of Malaysian public hospitals Abd. Manaf, Noor Hazilah H Social Sciences (General) Purpose - The objective of this study is to provide an empirical analysis on inpatient satisfaction in Malaysian public hospitals. Design/methodology/approach - Self-administered questionnaire was the main data collection method. Altogether 23 hospitals throughout Peninsular Malaysia participated in the survey. Cluster sampling was used in the selection of the respondent hospitals, while convenience sampling was used in administering the survey. Findings - Three factors of inpatient satisfaction were extracted, which were clinical and physical dimensions of service, and additional facilities for patients and family members. Inpatient satisfaction was found to be higher for clinical dimension than physical dimension. Overall, inpatient satisfaction was high as reflected by the high mean score of the variables, although caution was expressed in interpreting the finding, particularly low expectation of patients to begin with. Research limitations/implications - The research was limited to inpatient of Malaysian public hospitals. A thorough evaluation of the nation’s public healthcare delivery system would need to include outpatient service as well. Originality/value - The research provides an empirical analysis on inpatient satisfaction in Malaysian public hospitals. This allows policy-makers to evaluate the level of public healthcare delivery service in the country and therefore assist in policy decision-making and implementation. Emerald 2012 Article PeerReviewed application/pdf en http://irep.iium.edu.my/8841/1/Inpatient_satisfaction-.pdf Abd. Manaf, Noor Hazilah (2012) Inpatient satisfaction: an analysis of Malaysian public hospitals. International Journal of Public Sector Management, 25 (1). pp. 6-16. ISSN 0951-3558 http://www.emeraldinsight.com/journals.htm?articleid=17004199&show=abstract doi.org/10.1108/09513551211200258 |
| spellingShingle | H Social Sciences (General) Abd. Manaf, Noor Hazilah Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title | Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title_full | Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title_fullStr | Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title_full_unstemmed | Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title_short | Inpatient satisfaction: an analysis of Malaysian public hospitals |
| title_sort | inpatient satisfaction: an analysis of malaysian public hospitals |
| topic | H Social Sciences (General) |
| url | http://irep.iium.edu.my/8841/ http://irep.iium.edu.my/8841/ http://irep.iium.edu.my/8841/ http://irep.iium.edu.my/8841/1/Inpatient_satisfaction-.pdf |