...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Oman Medical Journal >Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia
【24h】

Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia

机译：基于SERVQUAL模型的马来西亚哥打巴鲁1所马来西亚诊所的患者对服务质量维度的满意度

获取原文
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

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.MethodsThis 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.ResultsA 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 3 3 visits (adj. OR 2.23; 95% CI: 1.44, 3.45; p < 0.001) had significant association with high level of satisfaction.Conclusion1MC 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.
机译：目标马来西亚诊所（1MC）于2010年实施，是马来西亚为城市人口提供服务的公共基础医疗保健服务的最新创新。这项研究旨在使用SERVQUAL（SERV服务，质量质量）工具评估满意度水平及其相关因素。我们还试图比较马来西亚哥打巴鲁地区参加1MC的患者对SERVQUAL维度的期望值和感知度之间的平均得分差异。方法这项横断面研究包括马来西亚哥打巴鲁地区的所有9名1MC，并使用经过验证的SERVQUAL马来西亚卫生部的调查问卷。主要数据收集于2017年1月。样本量与每个诊所的平均每日出勤率成比例，并且采用简单的随机抽样方法来减少选择偏倚。满意度的水平由对期望值和对SERVQUAL维度的感知的平均差距得分决定。结果本研究共纳入386例患者（男性184例，女性202例）。大多数来自社会经济地位低下的群体。不到一半的患者对诊所服务感到满意。在评估的所有五个SQ维​​度中，有形维度（服务质量（SQ）差距：-0.25）是最关键的维度。这些因素包括低教育水平（调整后的优势比（调整后的赔率）1.87; 95％的置信区间（CI）：1.06、2.67; p = 0.024），家庭月收入低于3000令吉（调整后的2.97; 95％CI） ：1.72，5.51; p 3 3次访问（调整为2.23; 95％CI：1.44，3.45; p <0.001）与较高的满意度显着相关。结论1MC已实现其目标，即增加社区中的医疗服务可及性。城市地区的低收入人群，但是，大多数患者对服务的某些部分不满意，因此，需要对服务差距进行适当的评估以改善服务。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号