Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals

Muhammad Khalilur Rahman,1 Miraj Ahmed Bhuiyan,2 Suhaiza Zailani3 1Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, 16100, Malaysia; 2School of Economics, Guangdong University of Finance and Economics, Guangzhou, Guangdong, People’s Republic of China; 3Faculty...

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Autores principales:	Rahman MK, Bhuiyan MA, Zailani S
Formato:	article
Lenguaje:	EN
Publicado:	Dove Medical Press 2021
Materias:	shariah amenities medical service patient satisfaction patient loyalty hospital Medicine (General) R5-920
Acceso en línea:	https://doaj.org/article/01465fa876164a3eb533283e5ea14f2f
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spelling	oai:doaj.org-article:01465fa876164a3eb533283e5ea14f2f2021-11-23T18:43:01ZHealthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals1177-889Xhttps://doaj.org/article/01465fa876164a3eb533283e5ea14f2f2021-11-01T00:00:00Zhttps://www.dovepress.com/healthcare-services-patient-satisfaction-and-loyalty-lessons-from-isla-peer-reviewed-fulltext-article-PPAhttps://doaj.org/toc/1177-889XMuhammad Khalilur Rahman,1 Miraj Ahmed Bhuiyan,2 Suhaiza Zailani3 1Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, 16100, Malaysia; 2School of Economics, Guangdong University of Finance and Economics, Guangzhou, Guangdong, People’s Republic of China; 3Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur, MalaysiaCorrespondence: Miraj Ahmed BhuiyanSchool of Economics, Guangdong University of Finance and Economics, 21 Luntou Road, Guangzhou, Guangdong, People’s Republic of ChinaEmail ahmed.miraz@qq.comBackground: The study has aimed to investigate the Muslim patient’s psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia.Methods: Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach.Results: The findings revealed that administrative behaviour, nurse’s services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician’s services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians’ services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty.Conclusion: The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction.Keywords: Shariah amenities, medical service, patient satisfaction, patient loyalty, hospitalRahman MKBhuiyan MAZailani SDove Medical Pressarticleshariah amenitiesmedical servicepatient satisfactionpatient loyaltyhospitalMedicine (General)R5-920ENPatient Preference and Adherence, Vol Volume 15, Pp 2633-2646 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	shariah amenities medical service patient satisfaction patient loyalty hospital Medicine (General) R5-920
spellingShingle	shariah amenities medical service patient satisfaction patient loyalty hospital Medicine (General) R5-920 Rahman MK Bhuiyan MA Zailani S Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
description	Muhammad Khalilur Rahman,1 Miraj Ahmed Bhuiyan,2 Suhaiza Zailani3 1Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, 16100, Malaysia; 2School of Economics, Guangdong University of Finance and Economics, Guangzhou, Guangdong, People’s Republic of China; 3Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur, MalaysiaCorrespondence: Miraj Ahmed BhuiyanSchool of Economics, Guangdong University of Finance and Economics, 21 Luntou Road, Guangzhou, Guangdong, People’s Republic of ChinaEmail ahmed.miraz@qq.comBackground: The study has aimed to investigate the Muslim patient’s psychological factors related to healthcare services that influence their loyalty intention for further treatment at private hospitals in Malaysia.Methods: Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach.Results: The findings revealed that administrative behaviour, nurse’s services and Shariah amenities have a highly significant impact on satisfaction. The healthcare technicality, hospital environment and physician’s services have a significant relationship with patient satisfaction. Patient satisfaction has a significant impact on patient loyalty to healthcare services at the hospital. Administrative behaviour, physicians’ services and healthcare technicality have a direct and positive relationship with loyalty intention, while Shariah amenity has a negative significant relationship with loyalty.Conclusion: The results have important implications for product development and managerial considerations in hospitals. Service providers need to be mindful that all aspects, including Shariah amenities and generic healthcare service delivery, are important and need to be balanced and delivered satisfactorily to ensure customer satisfaction.Keywords: Shariah amenities, medical service, patient satisfaction, patient loyalty, hospital
format	article
author	Rahman MK Bhuiyan MA Zailani S
author_facet	Rahman MK Bhuiyan MA Zailani S
author_sort	Rahman MK
title	Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
title_short	Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
title_full	Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
title_fullStr	Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
title_full_unstemmed	Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals
title_sort	healthcare services: patient satisfaction and loyalty lessons from islamic friendly hospitals
publisher	Dove Medical Press
publishDate	2021
url	https://doaj.org/article/01465fa876164a3eb533283e5ea14f2f
work_keys_str_mv	AT rahmanmk healthcareservicespatientsatisfactionandloyaltylessonsfromislamicfriendlyhospitals AT bhuiyanma healthcareservicespatientsatisfactionandloyaltylessonsfromislamicfriendlyhospitals AT zailanis healthcareservicespatientsatisfactionandloyaltylessonsfromislamicfriendlyhospitals
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Healthcare Services: Patient Satisfaction and Loyalty Lessons from Islamic Friendly Hospitals

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