Analyzing the impact of service quality on companion’s satisfaction with the Malaysian public hospitals amidst the COVID-19 pandemic
By integrating emotional, behavioral and infrastructural elements into the SERVQUAL model, this study addresses the often-overlooked perspective of patient companions. It offers actionable insights for improving public hospital service quality in pandemic and post-pandemic contexts.
Authors
- Normalini Md Kassim (ORCID: https://orcid.org/0000-0002-5685-7340)
- Wan Normila Mohamad (ORCID: https://orcid.org/0000-0002-1453-9934)
- Zhu Fei (ORCID: https://orcid.org/0009-0002-6695-7326)
Institutions
- Universiti Sains Malaysia (MY)
- Universiti Teknologi MARA (MY)
Publication Details
- Journal
- International Journal of Health Care Quality Assurance
- Published
- 2025-10-02
- DOI
- https://doi.org/10.1108/ijhcqa-09-2024-0084
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 0.00