Revista Internacional de Economia e Ciências de Gestão

A Comprehensive Model with Six Service Quality Dimensions, Satisfaction and Loyalty: An Empirical Investigation into the Public Hospitals in Malaysia

Abstract

Kastury Gohain, Seethaletchumy Thambiah and Tan Chuie Hong

The aim of this study is to identify the factors of loyal patients in public hospitals in Malaysia. The influence of service quality on patient satisfaction and the indirect relationship between service qualities attribute, patient satisfaction and patient loyalty are evaluated. A quantitative research is conducted with close ended questionnaire as an instrument to collect the responses from outpatient centers of public hospital in Malaysia. The results were estimated by using SPSS and Amos 23 to evaluate the relationship between the proposed constructs. The findings highlighted the importance of loyalty in medical care. The factors leading to loyalty are identified and the relationship between satisfaction and loyalty is reconfirmed as prior documented studies.