Factors of Services Quality that Influence Patient Loyalty at Muslim Friendly Hospital: A Malaysian Perspective

Abstract

Malaysia’s healthcare industry’s demand is increasing, especially in Islamic medical care, and continues to be growing with chances for improvement and innovation in diagnoses and medical treatment. Even though a window of an opportunity is rapidly growing, the medical care quality offered to patients in Malaysia’s Muslim-friendly hospital remains inadequate because of unarticulated patient needs. The objective of this investigation is to measure service quality factor’s towards patient loyalty in Malaysia’s Muslim-friendly healthcare sector. 260 survey questionnaires were distributed between inpatients and outpatients. All patients must receive services of at least one day at hospital in Kumpulan Berhad Johor (KPJ). 250 surveys were received and analyzed using SPSS 25. On one hand, patients at KPJ are not really aware about the doctors and nurses Islamic knowledge for medical practices since the majority of respondents are from a younger generation. Furthermore, Malaysian healthcare services face some problems in Muslim-friendly hospital medical treatment principles because of multi-cultural religion and various medical personnel religious backgrounds. Research findings provide an insight for SERVQUAL model and practical implication of Muslim friendly hospital.