Kualiti dan prestasi perkhidmatan hospital awam di semenanjung Malaysia dari perspektif pesakit islam dan disederhanakan oleh faktor kekerapan mendapatkan rawatan

Public hospitals play an important role in improving the health of Malaysians through efficient and effective planning along with monitoring the services provided by the Ministry of Health Malaysia (MOH). To improve the standard of good health, the MOH needs to make continuous improvements, specifically in terms of the quality of services in public hospitals in Malaysia. With the rising cost of healthcare and the increasing number of patients in public hospitals in Malaysia, this puts pressure on hospital management in the process of planning and implementing the best health delivery to Malaysians. This also causes nonachievement of the quality level set by the MOH and in turn causes an increase in complaints and grievances from the public towards public hospitals in Malaysia. The main objective of this study was to examine the extent of the relationship between the dependent variables (quality and performance of services from the perspective of Muslim patients) with the moderation variables (frequency of treatment) and independent variables (quality of physical environment, quality of interaction, quality of outcome). The respondents involved in this study consisted of patients seeking treatment at the Outpatient Department and Specialist Clinics at public hospitals selected to represent the Zone. This study employs quantitative methods which involves 376 questionnaires that have been returned by respondents. Data were analysed using SPSS software version 27.0 and Partial Least Square (PLS-SEM) software SmartPLS version 3.2. The results of the analysis demonstrated that the quality of physical environment, quality of interaction and quality of results had a significant effect on the quality and performance of services from the perspective of Muslim patients while the frequency of treatment did not have a significant effect on the relationship between quality of physical environment, quality of interaction and quality of outcome and quality and service performance from the perspective of Muslim patients. The findings in this study presented the importance of research on the service quality in the health sector and provide new ideas to management by extending the use of hierarchical model as the main basis in the efforts to improve the quality of service delivery in public hospitals in Malaysia and subsequently reduce complaints by the public.