Conceptual Development on Factors influencing Customers Satisfaction in Private Rehabilitation Hospitals in Klang Valley

Nur Athirah Md Rosli; Adlina Suleiman; Vijayesvaran Arumugam; Mohd Roslan Ismail

doi:10.36948/ijfmr.2023.v05i06.8521

Conceptual Development on Factors influencing Customers Satisfaction in Private Rehabilitation Hospitals in Klang Valley

Author(s)	Nur Athirah Md Rosli, Adlina Suleiman, Vijayesvaran Arumugam, Mohd Roslan Ismail
Country	Malaysia
Abstract	Rehabilitation medicine is a specialized interdisciplinary medicine that requires the cooperation and involvement of multiple healthcare teams working together towards the recovery and improvement of the quality of the involved patients. The increasing incidence of acute diseases such as stroke and the ageing population brings an increasing need for rehabilitation in Malaysia. However, there are limited academic studies conducted on customer satisfaction in private rehabilitation services, especially in Malaysia. Thus, this conceptual paper is visualized to demonstrate the antecedents of customer satisfaction in private rehabilitation hospitals from a Malaysian perspective, particularly in Klang Valley. A total of fifteen studies with regard to patient and family satisfaction in various healthcare services were reviewed and analysed. In order to determine the independent variables for conceptual framework development, a frequency analysis was done. The finding specified that information communication, treatment service quality, healthcare delivery process, infrastructure and facilities and physician factors are significantly influencing customer satisfaction in healthcare services. Based on the conceptual framework, an empirical study is planned in the future to investigate the factors influencing customer satisfaction in private rehabilitation hospitals. All five independent variables are found to correspond with the five dimensions of the SERVQUAL model.
Keywords	Patient satisfaction, Family satisfaction, Customer Satisfaction, Rehabilitation, Malaysia
Field	Business Administration
Published In	Volume 5, Issue 6, November-December 2023
Published On	2023-11-09
Cite This	Conceptual Development on Factors influencing Customers Satisfaction in Private Rehabilitation Hospitals in Klang Valley - Nur Athirah Md Rosli, Adlina Suleiman, Vijayesvaran Arumugam, Mohd Roslan Ismail - IJFMR Volume 5, Issue 6, November-December 2023. DOI 10.36948/ijfmr.2023.v05i06.8521
DOI	https://doi.org/10.36948/ijfmr.2023.v05i06.8521
Short DOI	https://doi.org/gs38hh

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Conceptual Development on Factors influencing Customers Satisfaction in Private Rehabilitation Hospitals in Klang Valley

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