Al-Hyari, K., Abu Hammour, S., Abu Zaid, M. K. S., & Haffar, M. (2016). The impact of Lean bundles on hospital performance: does size matter? International Journal of Health Care Quality Assurance, 29(8), 877–894. https://doi.org/10.1108/IJHCQA-07-2015-0083
Bhargava, A., Thakur, A., Mishra, B., Taneja, J., Dogra, V., Loomba, P. (2012). Patient satisfaction survey of microbiological tests done in G.B. Pant Hospital. International Journal of Health Care Quality Assurance, Vol. 25 Issue: 7, pp.555-564, https:// doi.org/10.1108/09526861211261163
Shabbir, A., Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management, 33:5, 538-557
Bhat, S., Gijo, E. V., & Jnanesh, N. A. (2014). Application of Lean Six Sigma methodology in the registration process of a hospital. International Journal of Productivity and Performance Management, 63(5), 613–643. https://doi.org/10.1108/IJPPM-11-2013-0191
Cavallone, M., Magno, F., & Zucchi, A. (2017). Improving service quality in healthcare organisations through geomarketing statistical tools. TQM Journal, 29(5), 690–704. https://doi.org/10.1108/TQM-12-2016-0104
Cheng, S. Y., Bamford, D., Papalexi, M., & Dehe, B. (2015). Improving access to health Services - Challenges in lean application. International Journal of Public Sector Management, 28(2), 121–135. https://doi.org/10.1108/IJPSM-05-2014-0066
Crema, M., & Verbano, C. (2016). Safety improvements from health lean management implementation: Evidences from three cases. International Journal of Quality and Reliability Management, 33(8), 1150–1178. https://doi.org/10.1108/IJQRM-11-2014-0179
Deblois, S., & Lepanto, L. (2016). Lean and Six Sigma in acute care: a systematic review of reviews. International Journal of Health Care Quality Assurance, 29(2), 192–208. https://doi.org/10.1108/IJHCQA-05-2014-0058
Hadid, W., & Mansouri, S. A. (2014). The lean-performance relationship in services: A theoretical model. International Journal of Operations and Production Management, 34(6), 750–785. https://doi.org/10.1108/IJOPM-02-2013-0080
Hihnala, S., Kettunen, L., Suhonen, M., & Tiirinki, H. (2018). The Finnish healthcare services lean management: Health services managers’ experiences in a special health care unit. Leadership in Health Services, 31(1), 17–32. https://doi.org/10.1108/LHS-03-2017-0020
Hussain, M., & Malik, M. (2016). Prioritizing lean management practices in public and private hospitals. Journal of Health, Organisation and Management, 30(3), 457–474. https://doi.org/10.1108/JHOM-08-2014-0135
Laureani, A., Brady, M., & Antony, J. (2013). Applications of Lean Six Sigma in an Irish hospital. Leadership in Health Services, 26(4), 322–337. https://doi.org/10.1108/LHS-01-2012-0002
Mosadeghrad, A. M. (2014). Why TQM does not work in Iranian healthcare organisations. International Journal of Health Care Quality Assurance, 27(4), 320–335. https://doi.org/10.1108/IJHCQA-11-2012-0110
Papadopoulos, T. (2011). Continuous improvement and dynamic actor associations: A study of lean thinking implementation in the UK National Health Service. Leadership in Health Services, 24(3), 207–227. https://doi.org/10.1108/17511871111151117
Parasuraman, A., Zeithaml, V.A., & Berry,L.L. (1988). SERVQUAL :a multiple item scale for measuring perceptions of service quality. Journal of retailing , Vol. 64, Number 1, p.12.
Rama Krishna Naik Jandavath, & Anand Byram, (2016) "Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 10 Issue: 1, pp.48-74, https://doi.org/10.1108/ IJPHM-07-2014-0043
Shafei, I., Walburg, J. A., & Taher, A. F. (2015). Healthcare service quality: what really matters to the female patient? International Journal of Pharmaceutical and Healthcare Marketing, 9(4), 369–391. https://doi.org/10.1108/IJPHM-05-2014-0028
Shafei, I., Walburg, J. A., & Taher, A. F. (2015). Healthcare service quality: what really matters to the female patient? International Journal of Pharmaceutical and Healthcare Marketing, 9(4), 369–391. https://doi.org/10.1108/IJPHM-05-2014-0028
Sharma, V., Dixit, A. R., & Qadri, M. A. (2016). Empirical assessment of the causal relationships among lean criteria using DEMATEL method. Benchmarking, 23(7), 1834–1859.
https://doi.org/10.1108/BIJ-08-2014-0078
Gupta, S., Monica, S., Sharma, M., Vijaya, S. M., Sunder, V. M. (2016). Lean services: a systematic review. International Journal of Productivity and Performance Management, 65:8, 1025-1056.
Van Rossum, L., Aij, K. H., Simons, F. E., Van der Eng, N., & Ten Have, W. D. (2016). Lean healthcare from a change management perspective: The role of leadership and workforce flexibility in an operating theatre. Journal of Health, Organisation and Management, 30(3), 475–493. https://doi.org/10.1108/JHOM-06-2014-0090
In-Text Citation: (Tajudin & Habidin, 2020)
To Cite this Article: Tajudin, M. S., & Habidin, N. F. (2020). Malaysian Healthcare Sector: Service Quality and Patient Performance. International Journal of Academic Research in Business and Social Sciences, 10(7), 776–782.
Copyright: © 2020 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
