A Comparative Study of Service Quality on Patient Satisfaction Between Public Hospital in Johor Bahru, Malaysia

Abstract

One of the important concepts in management and business is service quality. Service quality in hospitals should be directed towards the satisfaction of patients. By using two public hospitals in Johor Bahru as case studies, this paper want to compare the quality of services provided by two public hospitals in Johor Bahru. This paper also wants to identify the service quality dimensions which play important role on customer satisfaction. In order to measure service quality on patient satisfaction, 100 questionnaires were distributed. The data were collected from public that had experience got medical service from both public hospital in Johor Bahru. It comprised question about demographic factors and perception of service quality dimensions (process of clinics care, trustworthiness of hospital, competence, interaction, courtesy and safety). Randomly selected patients filled up these questionnaires and collected data was analysed by descriptive analysis. Results showed that public Hospital A better quality service to their patients as compared to public Hospital B.