Level of satisfaction on service quality dimensions based on servqual model among patients attending 1 malaysia clinic in kota bharu, malaysia

ABSTRACT

Objectives: Implemented in 2010, 1 Malaysia Clinic [1MC] is the latest innovation in public primary healthcare services in Malaysia to serve the urban population. This study aimed to assess the level of satisfaction and its associated factors using the SERVQUAL [SERV-service, QUAL-quality] instrument. We also sought to compare the difference of mean score between expectation and perception of SERVQUAL dimension among patients attending 1MC in Kota Bharu district, Malaysia