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    Private healthcare quality: applying a SERVQUAL model

    Access Status
    Fulltext not available
    Authors
    Butt, Mohsin
    de Run, E.
    Date
    2010
    Type
    Journal Article
    
    Metadata
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    Citation
    Butt, M. and de Run, E. 2010. Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance. 23 (7): pp. 658-679.
    Source Title
    International Journal of Health Care Quality Assurance
    DOI
    10.1108/0952686101107158
    ISSN
    1758-6542
    School
    CBS International
    URI
    http://hdl.handle.net/20.500.11937/32812
    Collection
    • Curtin Research Publications
    Abstract

    Purpose – This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. Design/methodology/approach – The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity. Findings – Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice. Research limitations/implications – Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups. Originality/value – The study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts.

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