The Effect of Service Quality on Patient Satisfaction and Loyalty in Malaysia Muslim Friendly Hospital

  • N. A.I. Azman
  • N. Rashid
  • N. Ismail
  • Samer Shami
Palabras clave: Service, Quality, Patient, Satisfaction, Muslim, Friendly, Hospital


Service quality is a must for Muslim friendly hospital to succeed and still main- tain the support of its participants. Muslim patients are realized that Islamic medical care is critical for their perceived health and satisfaction. Although this problem is emerging, the standard of medical care among patients is still less encouraging in the Malaysian Muslim friendly hospital. The objective of this study is to measure the relation among service quality and patient loyalty in the Muslim-friendly healthcare sector in the developing country of Malay- sia. An empirical study is conducted to look at the study model. This research applied a SERVQUAL model developed by Parasuraman in 1985, to meas- ure service quality in Malaysian Islamic medical care particularly in Muslim friendly hospital. The respondents were selected from inpatients and outpa- tients by adopting multi-stage cluster sampling. The hypotheses were tested using multiple regressions. There are four factors of service quality (tangible, empathy, reliability and responsiveness) have demonstrated strong links with loyalty. Therefore, the SERVQUAL model’s compliance aspect proved its val- ue by demonstrating the highest major factor in the overall model. It is hoped that the findings from the research are useful for the Islamic medical care policy makers by providing high-quality treatment, improving patient satis- faction, and ultimately promoting revisiting and recommending intentions to others.

Biografía del autor/a

N. A.I. Azman
Faculty of Technology Management and Technoprenurship, Universiti Teknikal Malaysia Melaka
N. Rashid
Faculty of Technology Management and Technoprenurship, Universiti Teknikal Malaysia Melaka
N. Ismail
Faculty of Technology Management and Technoprenurship, Universiti Teknikal Malaysia Melaka
Samer Shami
Institute of Technology Management and Technoprenurship, Universiti Teknikal Malaysia Melaka


Zailani, S., Ali, S.M., Iranmanesh, M., Moghavvemi, S. and Musa, G., 2016. Predicting Muslim medical tourists’ satisfaction with Malaysian Islamic friendly hospitals. Tourism Management, 57, pp.159-167.

Halligan, S. and Stoker, J., 2006. Imaging of fistula in ano. Radi- ology, 239(1), pp.18-33.

Rahman, M.K., Zailani, S. and Musa, G., 2018. Tourists’ satisfac- tion and loyalty intention at Shariah-compliant private hospitals in Malaysia. International Journal of Tourism Sciences, 18(4), pp.295-311.

Bloomer, M.J. and Al-Mutair, A., 2013. Ensuring cultural sensi- tivity for Muslim patients in the Australian ICU: Considerations for care. Australian Critical Care, 26(4), pp.193-196.

Samori, Z., Salleh, N.Z.M. and Khalid, M.M., 2016. Current trends on Halal tourism: Cases on selected Asian countries. Tourism Man- agement Perspectives, 19, pp.131-136.

Mohsin, A., Ramli, N. and Alkhulayfi, B.A., 2016. Halal tourism: Emerging opportunities. Tourism Management Perspectives, 19, pp.137- 143.

Rahman, M.K. and Zailani, S., 2016. Understanding Muslim med- ical tourists’ perception towards Islamic friendly hospital. Journal of In- vestment and Management, 5(6), pp.206-213.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1985. A con- ceptual model of service quality and its implications for future research. Journal of marketing, 49(4), pp.41-50.

Mohebifar, R., Hasani, H., Barikani, A. and Rafiei, S., 2016. Evaluating service quality from patients’ perceptions: application of im- portance–performance analysis method. Osong public health and research perspectives, 7(4), pp.233-238.

Meesala, A. and Paul, J., 2018. Service quality, consumer satisfac- tion and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, pp.261-269

Umath, B., Marwah, A.K. and Soni, M., 2015. Measurement of service quality in health care industry using SERVQUAL model: A case of select hospitals. International Journal of Management and Social Sciences Research, 4(1), pp.52-57.

Ali, M. and Raza, S.A., 2017. Service quality perception and cus- tomer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), pp.559-577.

Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N. and Ayupp, K., 2018. Impact of service quality on customer satisfaction in Malaysia air- lines: A PLS-SEM approach. Journal of Air Transport Management, 67, pp.169-180.

Ngo, V.M. and Nguyen, H.H., 2016. The relationship between ser- vice quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness.

Paul, J., Mittal, A. and Srivastav, G., 2016. Impact of service quality on customer satisfaction in private and public sector banks. Interna- tional Journal of Bank Marketing.

Azman, I., Ilyani Ranlan, R. and Nur Afiqah, F., 2016. Service quality as an antecedent in enhancing customers’ behavioural intentions. A case study of Malaysian army medical centers. GEOGRAFIA OnlineTM Malaysian Journal of Society and Space, 12(2), pp.179-190.

Fatima, T., Malik, S.A. and Shabbir, A., 2018. Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management.

Tripathi, S.N. and Siddiqui, M.H., 2018. Assessing the quality of healthcare services: A SERVQUAL approach. International Journal of Healthcare Management, pp.1-12.

Aliman, N.K. and Mohamad, W.N., 2016. Linking service qual- ity, patients’ satisfaction and behavioral intentions: an investigation on private healthcare in Malaysia. Procedia-Social and Behavioral Sciences, 224(2016), pp.141-148.

Pekkaya, M., Pulat İmamoğlu, Ö. and Koca, H., 2019. Evaluation of healthcare service quality via Servqual scale: An application on a hos- pital. International Journal of Healthcare Management, 12(4), pp.340-347. [21] Ladhari, R., 2008. Alternative measures of service quality: a re- view. Managing Service Quality: An International Journal.

Oliver, R.L., 1980. A cognitive model of the antecedents and con- sequences of satisfaction decisions. Journal of marketing research, 17(4), pp.460-469.

Baker, T.L. and Taylor, S.A., 1998. Patient satisfaction and service quality in the formation of customers’ future purchase intentions in com- petitive health service settings. Health marketing quarterly, 15(1), pp.1-15. [24] Zeithaml, V.A., Berry, L.L. and Parasuraman, A., 1996. The be- havioral consequences of service quality. Journal of marketing, 60(2), pp.31-46.

Manaf, N.H.A., Hussin, H., Kassim, P.N.J., Alavi, R. and Dahari, Z., 2015. Medical tourism service quality: finally some empirical findings. Total Quality Management & Business Excellence, 26(9-10), pp.1017- 1028.

Ismail, A., Zaki, H.O. and Rose, I.R., 2017. Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: A case study of Armed Forces Medical Organizations. Geografia-Malaysian Journal of Society and Space, 12(7).

Kalaja, R., Myshketa, R. and Scalera, F., 2016. Service quality assessment in health care sector: the case of Durres public hospital. Proce- dia-Social and Behavioral Sciences, 235, pp.557-565.

Shafiq, M., Naeem, M.A., Munawar, Z. and Fatima, I., 2017. Ser- vice quality assessment of hospitals in Asian context: An empirical evi- dence from Pakistan. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 54, p.0046958017714664.

Roscoe, J.T., 1975. Fundamentals Research Statistics for Behav- ioural Sciences.“What Sample Size is Enough‟ in Internet Survey Re- search”. Interpersonal Computing and Technology: An electronic Journal for the 21st Century.

Sekaran, U. and Bougie, R., 2016. Research methods for business: A skill building approach. John Wiley & Sons.

Al‐Borie, H.M. and Damanhouri, A.M.S., 2013. Patients’ satis- faction of service quality in Saudi hospitals: a SERVQUAL analysis. In- ternational journal of health care quality assurance.

Kline, R.B., 2011. Convergence of structural equation modeling and multilevel modeling. na.

Anabila, P., Kumi, D.K. and Anome, J., 2019. Patients’ percep- tions of healthcare quality in Ghana. International journal of health care quality assurance.

Lestari, S.I.P., Ambarwati, R., Agustina, T., Muryani, E., Andriani, A. and Alfani, M., 2019. The effect of customer’s orientation of service employee on customer’s satisfaction of health services.

Ahmed, S., Tarique, K.M. and Arif, I., 2017. Service quality, pa- tient satisfaction and loyalty in the Bangladesh healthcare sector. Interna- tional journal of health care quality assurance

Al-Shami, S., Al-Hammadi, A. H., Hammadi, A. Al, Rashid, N., Al- Lamy, H., & Eissa, D. (2019). Online social networking websites in inno- vation capability and hotels’ performance in Malaysia. Journal of Hospi- tality and Tourism Technology.

Al-Hammadi, A., Al-Shami, S. A., Al-Hammadi, A., & Rashid, N. (2019). Halal tourism destination in uae: The opportunities, threats and future research. International Journal of Innovative Technology and Ex- ploring Engineering, 8(6S4), 788–793. F1158.0486S419

Cómo citar
Azman, N. A., Rashid, N., Ismail, N., & Shami, S. (2019). The Effect of Service Quality on Patient Satisfaction and Loyalty in Malaysia Muslim Friendly Hospital. Opción, 35, 629-649. Recuperado a partir de