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Measuring quality performance between public and private hospitals in Malaysia

Selim Ahmed (Faculty of Management Sciences (ISIAM), Universiapolis – International University of Agadir, Agadir, Morocco and International Islamic University Malaysia, Kuala Lumpur, Malaysia)
Noor Hazilah Abd Manaf (Department of Business Administration, International Islamic University Malaysia, Kuala Lumpur, Malaysia)
Rafikul Islam (Department of Business Administration, International Islamic University Malaysia, Kuala Lumpur, Malaysia)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 19 June 2017

Abstract

Purpose

This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance.

Design/methodology/approach

This study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23.

Findings

The findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital.

Research limitations/implications

This research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries.

Originality/value

Present research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.

Keywords

Citation

Ahmed, S., Abd Manaf, N.H. and Islam, R. (2017), "Measuring quality performance between public and private hospitals in Malaysia", International Journal of Quality and Service Sciences, Vol. 9 No. 2, pp. 218-228. https://doi.org/10.1108/IJQSS-02-2017-0015

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited