Rahman Muhammad Khalilur, Bhuiyan Miraj Ahmed, Zailani Suhaiza
Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, 16100, Malaysia.
School of Economics, Guangdong University of Finance and Economics, Guangzhou, Guangdong, People's Republic of China.
Patient Prefer Adherence. 2021 Nov 23;15:2633-2646. doi: 10.2147/PPA.S333595. eCollection 2021.
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.
Data were collected from private hospitals in Klang Valley. A total of 379 responses from patients were analysed using the structural equation modelling approach.
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.
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.
本研究旨在调查与医疗服务相关的穆斯林患者心理因素，这些因素会影响他们在马来西亚私立医院接受进一步治疗的忠诚度意向。
从巴生谷的私立医院收集数据。使用结构方程建模方法对总共379名患者的回复进行了分析。
研究结果显示，行政行为、护士服务和伊斯兰教法设施对满意度有高度显著影响。医疗技术水平、医院环境和医生服务与患者满意度有显著关系。患者满意度对患者对医院医疗服务的忠诚度有显著影响。行政行为、医生服务和医疗技术水平与忠诚度意向有直接的正向关系，而伊斯兰教法设施与忠诚度有负向显著关系。
研究结果对医院的产品开发和管理考量具有重要意义。服务提供者需要注意，包括伊斯兰教法设施和一般医疗服务提供在内的所有方面都很重要，需要保持平衡并令人满意地提供，以确保客户满意度。
