Patient Satisfaction and Service Quality with Access to 1Malaysia Clinic
研究了马来西亚雪兰莪州两家1Malaysia诊所的患者满意度与服务质量之间的关系，发现两者呈负相关，即服务质量越高，患者满意度反而越低。
Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment is important because dissatisfaction hint the opportunities for improvement. We evaluated the relationship between satisfaction of patients and service quality with primary care in two 1Malaysia Clin ics in Selangor, Malaysia. A correlational study was carried out using the SERVQUA L questionnaire. Reliability and validity of the SERVQUA L instrument were established. The respondent for this study was 366 patients who visited 1Malaysia Clinics in Go mbak and Rawang, Selangor, Malaysia. The findings indicated that there was a negative, weak, and significant relationship between the two variables (r=-.304, n=366, p<.05). Results of the correlation ind icate that the higher the service quality is associated with lower patient satisfaction.