Patient Satisfaction and Service Quality with Access to 1Malaysia Clinic

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 Clinics in Selangor, Malaysia. A correlational study was carried out using the SERVQUAL questionnaire. Reliability and validity of the SERVQUAL instrument were established. The respondent for this study was 366 patients who visited 1Malaysia Clinics in Gombak 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 indicate that the higher the service quality is associated with lower patient satisfaction.