Investigating Factors of Service Quality Influencing Patient Satisfaction towards Patient Loyalty

Abstract

The main purpose of the paper is to recognize the service quality factors impact on patient satisfaction in health clinic towards patient loyalty. The study is based on surrey approaches for the preliminary pilot test of 50 respondents. This study was fully conducted in quantitate study and implementation of research was conducted in Melaka, Malaysia. The research model included four dimensions which ate infrastructure quality, procedural quality, interaction quality and personnel quality. The results are based on descriptive analysis and reliability tests and all dimensions are significant when testing reliability. The research provided further research and pilot-based data.

 Keywords: healthcare, patient loyalty, patient satisfaction, service quality