Patients' perceptions on clinics service quality

摘要: In Malaysia, the demand for better quality in health service continues to rise view of growing population, changes structure population due to increase number elderly, of consumer awareness with shift population distribution from rural urban areas and rationalization industry this country. These forced greater emphasis improve healthcare services provided country. There are currently 150 government hospitals 3000 clinics Malaysia. All thirteen states Malaysia have their own clinics that serve every town village The Ministry Health (MOH) has also approved licenses 214 private 70 or NGO-sponsored hemodialysis centers. (UNCTAD 1992). Even though healthcare is not as competitive compared other more advanced countries like the United States Japan, it doesn’t mean need be evaluated. Since started focus on an alternative support as income than manufacturing industry, therefore there a need evaluation assessment services order make competitive. There numerous researches conducted quality retail worldwide. Most studies focusing customer perceptions providers’ expectations on quality. However, especially clinic’s less significant. Earlier Thailand showed personnel mostly underestimate patient’s (Kochapakdee, 1998; Summartwart, 1997). finding based all five dimension accordance SERVQUAL instruments proposed by Parasuraman et al.(1988), assurance (knowledge courtesy provider ability inspire trust confidence patients) was major contributor service. The main objective research determine perceptions served HCJ (Not real name) patients’ view. study also intended secondary objectives determine: (a) differences between dimensions clinics; (b) rank based importance customers’ (patients) view; and (c) validity reliability modified instruments determining patient employees.