Service Quality towards patient satisfaction at clinic in Universiti Malaysia Kelantan

Abstract

The purpose of this paper is to measure the service quality towards patient satisfaction among community at clinic in University of Malaysia Kelantan City Campus. Three dimensions in service quality which is tangibility, reliability and assurance has been considered for this empirical research. Quantitative method was used in this research. The study investigated a Convenience Sampling technique of 364 students, administration staff, and academicians in University Malaysia Kelantan. This research collected data through questionnaires such as Google Form. The software used to analyse data from respondents was statistical package for the social sciences (SPSS) version 24. The result indicates that the assurance dimension has the lowest influence on patient satisfaction. The effects of assurance are lower than effects of reliability and tangible dimensions, this does not imply that they are not important and should be ignored in improving service quality in the clinics. This propose only that greater gains in patient satisfaction can be realized through attending to reliability and tangible dimensions in the clinic at University Malaysia Kelantan, City Campus. The limitation of this study are the time constraint, the study been conducted by the researchers need more time in order to gain more valid respondents. On the other hand, there are several difficulties faced by the respondents when answering the questionnaire because of circumstances. Besides, there are some constraints in which the researcher has to use the word and term in Kelantanese dialect to make sure that the respondents understand the questionnaire provided to them.