Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia
Objectives: Implemented in 2010, 1 Malaysia Clinic (1MC) is the latest innovation in public primary healthcare services in Malaysia to serve the urban population. This study aimed to assess the level of satisfaction and its associated factors using the SERVQUAL (SERV-service, QUAL-quality) instrumen...
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| Veröffentlicht in: | Oman medical journal 2018-09, Vol.33 (5), p.416-422 |
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| creator | Ibrahim , Mohd Ismail Zun , Ahmad Badruridzwanullah Abdul Hamid , Anees |
| description | Objectives: Implemented in 2010, 1 Malaysia Clinic (1MC) is the latest innovation in
public primary healthcare services in Malaysia to serve the urban population. This study
aimed to assess the level of satisfaction and its associated factors using the SERVQUAL
(SERV-service, QUAL-quality) instrument. We also sought to compare the difference
of mean score between expectation and perception of SERVQUAL dimension among
patients attending 1MC in Kota Bharu district, Malaysia. Methods: This cross-sectional
study included all nine 1MCs in the Kota Bharu district, Malaysia, and used the validated
SERVQUAL questionnaire from Ministry of Health, Malaysia. The primary data was
collected in January 2017. The sample size was proportionate to the average daily patient
attendance for each clinic, and a simple random sampling method was applied to reduced
selection bias. Satisfaction level was determined by the mean gap score of expectation
and perception of the SERVQUAL dimension. Results: A total of 386 patients were
involved in this study (184 male and 202 female). Most were from the low socioeconomic
group. Less than half of the patients were satisfied with the clinic services. The tangible
dimension (service quality (SQ) gap: -0.25) was the most critical dimension among all
five SQ dimensions assessed. The factors included low education level (adjusted odds
ratio (adj. OR) 1.87; 95% confidence interval (CI): 1.06, 2.67; p = 0.024), monthly
household income less than RM 3000 (adj. OR 2.97; 95% CI: 1.72, 5.51; p < 0.001),
and frequency ≥ 3 visits (adj. OR 2.23; 95% CI: 1.44, 3.45; p < 0.001) had significant
association with high level of satisfaction. Conclusion: 1MC has achieved its objective
to increase the accessibility of health services among the low-income population in urban
settings. However, most patients were not satisfied with certain parts of the services. Thus,
proper evaluation of the service gap is required for improvement of the service. |
| doi_str_mv | 10.5001/omj.2018.76 |
| format | Article |
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public primary healthcare services in Malaysia to serve the urban population. This study
aimed to assess the level of satisfaction and its associated factors using the SERVQUAL
(SERV-service, QUAL-quality) instrument. We also sought to compare the difference
of mean score between expectation and perception of SERVQUAL dimension among
patients attending 1MC in Kota Bharu district, Malaysia. Methods: This cross-sectional
study included all nine 1MCs in the Kota Bharu district, Malaysia, and used the validated
SERVQUAL questionnaire from Ministry of Health, Malaysia. The primary data was
collected in January 2017. The sample size was proportionate to the average daily patient
attendance for each clinic, and a simple random sampling method was applied to reduced
selection bias. Satisfaction level was determined by the mean gap score of expectation
and perception of the SERVQUAL dimension. Results: A total of 386 patients were
involved in this study (184 male and 202 female). Most were from the low socioeconomic
group. Less than half of the patients were satisfied with the clinic services. The tangible
dimension (service quality (SQ) gap: -0.25) was the most critical dimension among all
five SQ dimensions assessed. The factors included low education level (adjusted odds
ratio (adj. OR) 1.87; 95% confidence interval (CI): 1.06, 2.67; p = 0.024), monthly
household income less than RM 3000 (adj. OR 2.97; 95% CI: 1.72, 5.51; p < 0.001),
and frequency ≥ 3 visits (adj. OR 2.23; 95% CI: 1.44, 3.45; p < 0.001) had significant
association with high level of satisfaction. Conclusion: 1MC has achieved its objective
to increase the accessibility of health services among the low-income population in urban
settings. However, most patients were not satisfied with certain parts of the services. Thus,
proper evaluation of the service gap is required for improvement of the service.</description><identifier>ISSN: 1999-768X</identifier><identifier>EISSN: 2070-5204</identifier><identifier>DOI: 10.5001/omj.2018.76</identifier><identifier>PMID: 30210721</identifier><language>eng</language><publisher>Muscat - Oman: Oman Medical Specialty Board</publisher><subject>CLINICS ; Evaluation ; Government policy ; HEALTH SERVICES ; Health services accessibility ; MALAYSIA ; Medical care ; Original ; Patient Satisfaction ; PATIENTS ; PRIMARY HEALTH CARE ; Quality control ; Technological innovations ; الخدمات الصحية ; الرعاية الصحية الأولية ; العيادات ; المرضى ; ماليزيا</subject><ispartof>Oman medical journal, 2018-09, Vol.33 (5), p.416-422</ispartof><rights>The OMJ is Published Bimonthly and Copyrighted 2018 by the OMSB. 2018 Oman Medical Specialty Board</rights><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-a4886-f1114e44e9f1198af68c9306a59868a1a52ed2cd882fad9e46b8df4f3a98f8e83</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Uhttps://static.almanhal.com/covers/titl/128548/cover-lg.jpg</thumbnail><linktopdf>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC6131925/pdf/$$EPDF$$P50$$Gpubmedcentral$$H</linktopdf><linktohtml>$$Uhttps://www.ncbi.nlm.nih.gov/pmc/articles/PMC6131925/$$EHTML$$P50$$Gpubmedcentral$$H</linktohtml><link.rule.ids>230,314,723,776,780,860,881,2096,27901,27902,53766,53768</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/30210721$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>Ibrahim , Mohd Ismail</creatorcontrib><creatorcontrib>Zun , Ahmad Badruridzwanullah</creatorcontrib><creatorcontrib>Abdul Hamid , Anees</creatorcontrib><title>Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia</title><title>Oman medical journal</title><addtitle>Oman Med J</addtitle><description>Objectives: Implemented in 2010, 1 Malaysia Clinic (1MC) is the latest innovation in
public primary healthcare services in Malaysia to serve the urban population. This study
aimed to assess the level of satisfaction and its associated factors using the SERVQUAL
(SERV-service, QUAL-quality) instrument. We also sought to compare the difference
of mean score between expectation and perception of SERVQUAL dimension among
patients attending 1MC in Kota Bharu district, Malaysia. Methods: This cross-sectional
study included all nine 1MCs in the Kota Bharu district, Malaysia, and used the validated
SERVQUAL questionnaire from Ministry of Health, Malaysia. The primary data was
collected in January 2017. The sample size was proportionate to the average daily patient
attendance for each clinic, and a simple random sampling method was applied to reduced
selection bias. Satisfaction level was determined by the mean gap score of expectation
and perception of the SERVQUAL dimension. Results: A total of 386 patients were
involved in this study (184 male and 202 female). Most were from the low socioeconomic
group. Less than half of the patients were satisfied with the clinic services. The tangible
dimension (service quality (SQ) gap: -0.25) was the most critical dimension among all
five SQ dimensions assessed. The factors included low education level (adjusted odds
ratio (adj. OR) 1.87; 95% confidence interval (CI): 1.06, 2.67; p = 0.024), monthly
household income less than RM 3000 (adj. OR 2.97; 95% CI: 1.72, 5.51; p < 0.001),
and frequency ≥ 3 visits (adj. OR 2.23; 95% CI: 1.44, 3.45; p < 0.001) had significant
association with high level of satisfaction. Conclusion: 1MC has achieved its objective
to increase the accessibility of health services among the low-income population in urban
settings. However, most patients were not satisfied with certain parts of the services. Thus,
proper evaluation of the service gap is required for improvement of the service.</description><subject>CLINICS</subject><subject>Evaluation</subject><subject>Government policy</subject><subject>HEALTH SERVICES</subject><subject>Health services accessibility</subject><subject>MALAYSIA</subject><subject>Medical care</subject><subject>Original</subject><subject>Patient Satisfaction</subject><subject>PATIENTS</subject><subject>PRIMARY HEALTH CARE</subject><subject>Quality control</subject><subject>Technological innovations</subject><subject>الخدمات الصحية</subject><subject>الرعاية الصحية الأولية</subject><subject>العيادات</subject><subject>المرضى</subject><subject>ماليزيا</subject><issn>1999-768X</issn><issn>2070-5204</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2018</creationdate><recordtype>article</recordtype><sourceid>DOA</sourceid><recordid>eNpVkk1vEzEQhlcIRKPSE2eQj0glwR-7XvuClIYCFamglKLerIl3nDjaXZf1JlL-BL8ZJylpa1myNe-rZ8aeybLXjI4KStmH0CxHnDI1KuWzbMBpSYcFp_nzbMC01sNSqtuj7CTGJU1LaK4Ff5kdCcoZLTkbZH-nuMaaBEeuoffRge19aEna19itvUVytYLa9xvyyTfYxiRGcgYRq53n_Ofvq5vxlFyGKlGgCe2c_EggbPtIxn2PbeVTiJFLqGETPZBJ7VtviW_Jt9ADOVtAt3p_kF9lLxzUEU_uz-Ps5vP5r8nX4fT7l4vJeDqEXCk5dIyxHPMcdbppBU4qqwWVUGglFTAoOFbcVkpxB5XGXM5U5XInQCunUInj7GLPrQIszV3nG-g2JoA3u0Do5ga63tsajbWipKxARiXLHZWK0xkvZjlzQjvHIbE-7ll3q1mDlU1v76B-An2qtH5h5mFtJBNM8yIB3t0DuvBnhbE3jY8W6xpaDKtoUq-ELJWUMllP91bbhRg7dIc0jJrtQJg0EGY7EKbcut8-ruzg_d_-ZLjdG7rG98aGusZd_-MS-mgiQmcXxrcu7PTtr1TBG5jFbTohmHwQVZFLxiUruVY55Qn9Zo_GlBIdHJJrygtaPtQGdQPt4tGHMZ5YSvwDuw_knA</recordid><startdate>20180901</startdate><enddate>20180901</enddate><creator>Ibrahim , Mohd Ismail</creator><creator>Zun , Ahmad Badruridzwanullah</creator><creator>Abdul Hamid , Anees</creator><general>Oman Medical Specialty Board</general><general>OMJ</general><scope>~6Z</scope><scope>ADJCN</scope><scope>AHFXO</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>7X8</scope><scope>5PM</scope><scope>DOA</scope></search><sort><creationdate>20180901</creationdate><title>Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia</title><author>Ibrahim , Mohd Ismail ; Zun , Ahmad Badruridzwanullah ; Abdul Hamid , Anees</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-a4886-f1114e44e9f1198af68c9306a59868a1a52ed2cd882fad9e46b8df4f3a98f8e83</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2018</creationdate><topic>CLINICS</topic><topic>Evaluation</topic><topic>Government policy</topic><topic>HEALTH SERVICES</topic><topic>Health services accessibility</topic><topic>MALAYSIA</topic><topic>Medical care</topic><topic>Original</topic><topic>Patient Satisfaction</topic><topic>PATIENTS</topic><topic>PRIMARY HEALTH CARE</topic><topic>Quality control</topic><topic>Technological innovations</topic><topic>الخدمات الصحية</topic><topic>الرعاية الصحية الأولية</topic><topic>العيادات</topic><topic>المرضى</topic><topic>ماليزيا</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Ibrahim , Mohd Ismail</creatorcontrib><creatorcontrib>Zun , Ahmad Badruridzwanullah</creatorcontrib><creatorcontrib>Abdul Hamid , Anees</creatorcontrib><collection>Al Manhal All Journals Collection</collection><collection>الدوريات العلمية والإحصائية - e-Marefa Academic and Statistical Periodicals</collection><collection>معرفة - المحتوى العربي الأكاديمي المتكامل - e-Marefa Academic Complete</collection><collection>PubMed</collection><collection>CrossRef</collection><collection>MEDLINE - Academic</collection><collection>PubMed Central (Full Participant titles)</collection><collection>DOAJ Directory of Open Access Journals</collection><jtitle>Oman medical journal</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Ibrahim , Mohd Ismail</au><au>Zun , Ahmad Badruridzwanullah</au><au>Abdul Hamid , Anees</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia</atitle><jtitle>Oman medical journal</jtitle><addtitle>Oman Med J</addtitle><date>2018-09-01</date><risdate>2018</risdate><volume>33</volume><issue>5</issue><spage>416</spage><epage>422</epage><pages>416-422</pages><issn>1999-768X</issn><eissn>2070-5204</eissn><abstract>Objectives: Implemented in 2010, 1 Malaysia Clinic (1MC) is the latest innovation in
public primary healthcare services in Malaysia to serve the urban population. This study
aimed to assess the level of satisfaction and its associated factors using the SERVQUAL
(SERV-service, QUAL-quality) instrument. We also sought to compare the difference
of mean score between expectation and perception of SERVQUAL dimension among
patients attending 1MC in Kota Bharu district, Malaysia. Methods: This cross-sectional
study included all nine 1MCs in the Kota Bharu district, Malaysia, and used the validated
SERVQUAL questionnaire from Ministry of Health, Malaysia. The primary data was
collected in January 2017. The sample size was proportionate to the average daily patient
attendance for each clinic, and a simple random sampling method was applied to reduced
selection bias. Satisfaction level was determined by the mean gap score of expectation
and perception of the SERVQUAL dimension. Results: A total of 386 patients were
involved in this study (184 male and 202 female). Most were from the low socioeconomic
group. Less than half of the patients were satisfied with the clinic services. The tangible
dimension (service quality (SQ) gap: -0.25) was the most critical dimension among all
five SQ dimensions assessed. The factors included low education level (adjusted odds
ratio (adj. OR) 1.87; 95% confidence interval (CI): 1.06, 2.67; p = 0.024), monthly
household income less than RM 3000 (adj. OR 2.97; 95% CI: 1.72, 5.51; p < 0.001),
and frequency ≥ 3 visits (adj. OR 2.23; 95% CI: 1.44, 3.45; p < 0.001) had significant
association with high level of satisfaction. Conclusion: 1MC has achieved its objective
to increase the accessibility of health services among the low-income population in urban
settings. However, most patients were not satisfied with certain parts of the services. Thus,
proper evaluation of the service gap is required for improvement of the service.</abstract><cop>Muscat - Oman</cop><pub>Oman Medical Specialty Board</pub><pmid>30210721</pmid><doi>10.5001/omj.2018.76</doi><tpages>7</tpages><oa>free_for_read</oa></addata></record> |
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| ispartof | Oman medical journal, 2018-09, Vol.33 (5), p.416-422 |
| issn | 1999-768X 2070-5204 |
| language | eng |
| recordid | cdi_crossref_primary_10_5001_omj_2018_76 |
| source | DOAJ Directory of Open Access Journals; EZB-FREE-00999 freely available EZB journals; PubMed Central |
| subjects | CLINICS Evaluation Government policy HEALTH SERVICES Health services accessibility MALAYSIA Medical care Original Patient Satisfaction PATIENTS PRIMARY HEALTH CARE Quality control Technological innovations الخدمات الصحية الرعاية الصحية الأولية العيادات المرضى ماليزيا |
| title | Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia |
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