Private healthcare quality: applying a SERVQUAL model

A scale that can be used to measure health service quality in Malaysian contexts is successfully developed and tested, and indicates a moderate negative quality gap for overall Malaysian private healthcare service quality.

Abstract

PURPOSE: This paper seeks to develop and test the SERVQUAL model scale for measuring Malaysian private health service quality. DESIGN/METHODOLOGY/APPROACH: The study consists of 340 randomly selected participants visiting a private healthcare facility during a three-month data collection period. Data were analyzed using means, correlations, principal component and confirmatory factor analysis to establish the modified SERVQUAL scale's reliability, underlying dimensionality and convergent, discriminant validity. FINDINGS: Results indicate a moderate negative quality gap for overall Malaysian private healthcare service quality. Results also indicate a moderate negative quality gap on each service quality scale dimension. However, scale development analysis yielded excellent results, which can be used in wider healthcare policy and practice. RESEARCH LIMITATIONS/IMPLICATIONS: Respondents were skewed towards a younger population, causing concern that the results might not represent all Malaysian age groups. ORIGINALITY/VALUE: The study's major contribution is that it offers a way to assess private healthcare service quality. Second, it successfully develops a scale that can be used to measure health service quality in Malaysian contexts.