This study is about the level of users’ satisfaction on service quality at Hospital Shah
Alam. The study has been conducted from April 2019 until October 2019 with a sample
size of 322 respondents, inclusive of patients, visitors and caregivers at Hospital Shah
Alam due to the heightened number of complaints received by Malaysian’s Public
Complaint Management system under the Ministry of Health (MOH). Hence, this study
was carried out to measure the actual level of users’ satisfaction for both medical and
non-medical services at Hospital Shah Alam. This study aims to help Hospital Shah Alam
and the MOH to understand the underlying factors that have impacted the heightened
complaints and proposed ways to improve the service quality provided to the public so
that the number of complaint can be reduced in the upcoming years. This study used
descriptive quantitative approached methods and cross sectional study design as it only
required a short period of time and low overall cost. The questionnaire used has been
adopted and adapted from service quality framework (SERQUAL) and The Short
Assessment of Patient Satisfaction (SAPS) which follows the Malaysia culture. The
results of this study show that the total mean score for users’ satisfaction at Hospital Shah
Alam following SAP Scoring is m=29.34 with 57.5% of the respondent who were
satisfied with the services, 23.9% of the respondent who were dissatisfied with the
services, 14.3% of the respondent very satisfied with the services and only 4.3% of the
respondent who were very dissatisfied with the services. Additionally, the study also
found that empathy element is the biggest factor that influences users’ perception on their
satisfaction towards the services provided with Sig=0.003 and coefficient beta =0.345.
Hence, as analyzed by PROCESS by Hyess, when all five variables were tested with
moderating variables by using the educational level of users, there was no significant
relationship as p value is not less than 0.05 (p>0.05). This shows that educational level of
respondents does not influence their satisfaction score in regards to the services received
at Hospital Shah Alam. On top of that, non-medical services were also found to be an
important factor in determining the users’ satisfaction with the result of total mean
m=3.469 which was at a moderate level. Overall, this study suggests that both
communication skills and customer service aspects are the top factors that impact users’
satisfaction level in terms of the service provided. Therefore, in order to improve the
satisfaction level among the users at Hospital Shah Alam, this study proposes both
Hospital Shah Alam and MOH to work on some strategies to maintain and enhance the
communication skills and customer service among their staffs.
