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Please use this identifier to cite or link to this item: https://ptsldigital.ukm.my/jspui/handle/123456789/578479
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dc.contributor.authorSiti Munira Yasin (UITM)
dc.contributor.authorNazri Syamil Abdull Latip (UITM)
dc.contributor.authorFarnaza Ariffin (UITM)
dc.contributor.authorHilwati Hashim (UITM)
dc.contributor.authorMazlifah Omar (UITM)
dc.date.accessioned2023-11-06T03:02:26Z-
dc.date.available2023-11-06T03:02:26Z-
dc.date.issued2017-07
dc.identifier.issn0128-7680
dc.identifier.otherukmvital:115959
dc.identifier.urihttps://ptsldigital.ukm.my/jspui/handle/123456789/578479-
dc.descriptionPatient satisfaction plays a crucial role in assessing the quality of services provided by healthcare services. The purpose of the present study was to determine the factors influencing patient satisfaction towards services of a specialist medical centre. A cross sectional study was conducted among 300 patients attending a semi-private multidisciplinary specialist centre in Malaysia. They were provided with a set of self-administered questionnaires on patient satisfaction with the services received at the facility. Patient satisfaction was divided into three main components: patient characteristics, delivery of services and hospital characteristics. Additional qualitative comments were also obtained. The mainstay of the analysis was multivariate logistic regression. Altogether, 273 (91.2%) of the patients rated their overall satisfaction as “good” or “very good”. Hospital characteristics (i.e., cleanliness; OR: 30.58 (95% CI: 3.52 – 265.79), hospital appearance; OR: 12.69 (95% CI; 1.51 – 106.53) had the strongest influence on the patient’s overall satisfaction. The findings revealed that the reason a majority of patients liked the hospital was related to good quality of services (18.7%), comfort (21.9%) and the friendly staff (8.8%). Hence, hospital characteristics are the most important determinants of overall patient satisfaction. In addition, the quality of delivery services and a friendly staff should also be considered when improving hospital services in a multidisciplinary specialist centre.
dc.language.isoen
dc.publisherUniversiti Putra Malaysia Press
dc.relation.haspartPertanika Journals
dc.relation.urihttp://www.pertanika.upm.edu.my/regular_issues.php?jtype=2&journal=JST-25-S-7
dc.rightsUKM
dc.subjectHospital characteristics
dc.subjectPatient satisfaction
dc.subjectQuality of services
dc.subjectSpecialist Centre
dc.titleDeterminants of patient’s satisfaction towards hospital services in a Specialist Centre
dc.typeJournal Article
dc.format.volume25
dc.format.pages169-178
dc.format.issueSpecial Issue
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