TY  - JOUR
T1  - A Comparative Study of Service Quality on Patient Satisfaction
Between Public Hospital in Johor Bahru, Malaysia
AU - Rafidah, A. AU - Nurulhuda, A. AU - Suhaila, Y. 
JO  - The Social Sciences
VL  - 12
IS  - 3
SP  - 524
EP  - 529
PY  - 2017
DA  - 2001/08/19
SN  - 1818-5800
DO  - sscience.2017.524.529
UR  - https://makhillpublications.co/view-article.php?doi=sscience.2017.524.529
KW  - Hospital A
KW  -hospital B
KW  -patients
KW  -service quality
KW  -service quality
AB  - 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 study want to compare the quality of services provided by two public hospitals in Johor
Bahru. This study 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.
ER  -