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The Asian journal on quality v.8 no.3, 2007년, pp.113 - 122  

Patient Satisfaction as An Indicator of Service Quality In Malaysian Public Hospitals

Abd Manaf, Noor Hazilah   (International Islamic University MalaysiaUU0015991  ); Nooi, Phang Siew   (International Islamic University MalaysiaUU0015991  );
  • 초록

    초록이 없습니다.


  • 주제어

    Patient Satisfaction .   Quality Management .   Healthcare .   Malaysia .   Public Hospitals.  

  • 참고문헌 (20)

    1. Coyle, J. and Williams, B.(1999), 'Seeing the woods for the trees: Defining the forgotten concept of patient dissatisfaction in the light of patient satisfaction research,' Leadership in Health Services, Vol. 12, No.4. Available from: http://www.emerald-library.com/brev/21112dal.htm (Accessed 19 January 2000) 
    2. Kasalova, H.(1995), 'Rectification of the primary data obtained by a patients' satisfaction survey', International Journal of Health Care Quality Assurance, Vol. 8, No. 1, pp. 15-16 
    3. Lin, B. and Kelly, K.(1995), 'Methodological issues in patient satisfaction survey,' International Journal of Health Care Quality Assurance, Vol. 8, No.6, pp. 32-37 
    4. Carman, J. M.(2000), 'Patient perceptions of service quality: Combining the dimensions,' Journal of Services Marketing, Vol. 14, No.4, pp. 337-352 
    5. Donabedian, A.(1998), 'The quality of care. How can it be assessed?,' Journal of American Medical Association, Vol. 260, No. 12, pp. 1743-1748 
    6. Gupta, P. C., Joy, W. and Wright, N.(1993), 'An approach to consumer feedback in an outpatient specialty service,' International Journal of Health Care Quality Assurance, Vol. 6, No.5, pp. 13-16 
    7. Anderson, E. A.(1995), 'Measuring service quality at a university health clinic,' International Journal of Health Care Quality Assurance, Vol. 8, No.2, pp. 32-37 
    8. Ford, R. C., Bach, S. A and Fottler, M. D.(1997), 'Methods of measuring patient satisfaction in health care organisations,' Health Care Management Review, Vol. 22, No.2, pp. 74-89 
    9. Ghazali, R. J. M.(2002), Towards patients' delight, Institute of Health Management, Kuala Lumpur 
    10. Nunnally, J. C. and Bernstein, I. H.(1994), Psychometric theory, McGraw-Hill, New York 
    11. Friedman, M. A.(1995), 'Issues in measuring and improving health care quality,' Health Care Financing Review, Vol. 16, No.4, pp. 1-13 
    12. Angelopoulou, P., Kangis, P. and Babis, G. (1998), 'Private and public medicine: A comparison of quality perceptions,' International Journal of Health Care Quality Assurance, Vol. 11, No.1, pp. 14-20 
    13. Hair Jr., J. F., Anderson, R. E., Tatham, R. L. and Black, W. C.(1998), Multivariate data analysis, Prentice Hall, New Jersey 
    14. Tomes, A. E. and Ng, S. P. C.(1995), 'Service quality in hospital care: The development of an inpatient questionnaire,' International Journal of Health Care Quality Assurance, Vol. 8, No.3, pp. 25-33 
    15. Jabnoun, N. and Al Rasasi, A. J.(2005), 'Transformational leadership and service quality in UAE hospitals,' Managing Service Quality, Vol. 15, No. 1, pp. 70-81 
    16. Sewell, N.(1997), 'Continuous quality improvement in acute health care: Creating holistic and integrated approach,' International Journal of Health Care Quality Assurance, Vol. 10, No 1, pp. 20-26 
    17. Morgan, C. and Murgatroyd, S. (1994), Total quality management in the public sector: An international perspective, Open University Press, Buckingham 
    18. Hart, M.(2003), 'Improving outpatient clinic waiting times: Methodological and substantive issues,' International Journal of Health Care Quality Assurance, Vol. 8, No.6. Available from: http://proquest.umi.com/pqdweb?INT (Accessed 23 January 2003) 
    19. McKinley, R. K., Manku-Scott, T., Hastings, A. M., French, D. P. and Baker, R.(1997), 'Reliability and validity of a new measure of patient satisfaction with out-of-hours primary medical care in the United Kingdom: Development of a patient questionnaire,' British Medical Journal, Vol. 314, pp. 193-198 
    20. McKinnon, K., Champion, P. D., and Edwards, R. H. T.(1998), 'The outpatient experience : Results of a patient feedback survey,' International Journal of Health Care Quality Assurance, Vol. 11, No.5, pp. 156-160 

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