Approach to Identify Factors that Enhance Patient Satisfaction in Public Hospital, a Case Study

  • Hilmi Hussin Mechanical Engineering, Universiti Teknologi PETRONAS
  • Ainul Akmar Mohamad Mechanical Engineering, Universiti Teknologi PETRONAS
  • Masdi Muhamad Mechanical Engineering, Universiti Teknologi PETRONAS
  • M Anwar Ibrahim Seeni Mohamed Mechanical Engineering, Universiti Teknologi PETRONAS


Patient satisfaction is one of the most common indicators in determining the quality of healthcare. It is always associated with the whole treatment experience since the moment they enter the medical facilities to the time they are discharged. With an increasing constraint on the resources and demand from the customers, public healthcare service has been put under a higher pressure to continuously seek improvement to deliver better services. The main objective for this study is to demonstrate a practical approach on identifying the important factors in enhancing the patient’s satisfaction in public hospital in two main areas; the Emergency department (ED) and Medical wards (MW). For this study, a methodology which incorporates staff inputs as an important element for the development of the survey questions to determine the features that could increase the patient satisfaction that has been proposed. Based on the Kano model analysis, the main factors that contributes to the enhancement in patient satisfaction are the availability of sufficient parking area, Wi-Fi services at the ED, sleeping chairs and wheelchairs at the MW, and an effective staff communication to the patients and their relatives.

Keywords : Healthcare; Patient satisfaction; Kano Model


Abd Manaf, N.H. (2012) "Inpatient satisfaction: an analysis of Malaysian public hospitals", International Journal of Public Sector Management, Vol. 25 Issue: 1, pp.6-16,
Ahmed, S., Tarique, K.M., Arif, I. (2017), “Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector”, International Journal of Health Care Quality Assurance, 2017; 30(5): 477–88.
Alireza, M., Ramesh, T. and Fatemah, T. (2015) “Identification and Prioritization of Customers Needs and Assess the Level of their Satisfaction Using Kano's Model (Case Study: Pars Hospital in Shiraz)”, Asian Journal of Research in Business Economics and Management, Vol. 5, Issue 7.
Al-Abri R. and Al-Balushi, A. (2014), “Patient satisfaction survey as a tool towards Quality Improvement”, Oman Medical Journal, Vol 29.
Arthur, C. (2006), "In Praise of Convergent Thinking", Creativity Research Journal. 18 (3): 391–404. doi:10.1207/s15326934crj1803_13
Boakye, K.G., Blankson, C., Prybutok, V.R. and Hong Qin, H. (2017), "An assessment of national healthcare service delivery: a Ghanaian illustration", International Journal of Quality & Reliability Management, Vol. 34 Issue: 5, pp.649-666,
Chang, W.J. and Chang, Y.H. (2013),“Patient Satisfaction Analysis: Identifying Key Drivers and Enhancing Service Quality of Dental Care”, Journal of Dental Sciences, 8, 3, 239-247.
Coombs, R., Harvey, M. and Tether, B.S. (2003), "Analysing distributed processes of provision and innovation," Industrial and Corporate change, vol. 12, pp. 1125-1155.
Deloitte (2014) "2014 Global Health Care Outlook Shared Challenges," Shared Opportunities, vol. 25.
De Bono, E. (1992), Six Thinking Hats for Schools: Book 3. Cheltenham, Victoria: Hawker Brownlow Education
Gurd, B. and Gao, T. (2008), "Lives in the Balance: An Analysis of the Balanced Scorecard (BSC) in Healthcare Organizations.," International Journal of Productivity and Performance Management, vol. 57, pp. 6-21.
Gustavsson, S., Gremyr,I. and Sarenmalm,E.K. (2016) "Using an adapted approach to the Kano model to identify patient needs from various patient roles", The TQM Journal, Vol. 28 Issue: 1, pp.151-162,
Ha, J.F. and Longnecker, N. (2010), “Doctor-patient communication: a review”, Ochsner Journal, 10:38–43.
Kano, N., Seraku, N., Takahashi, F. and Tsuji, S., (1984) “Attractive Quality and Must-Be Quality”, Journal of the Japanese Society for Quality Control, 41, 39-48.
Kocakulah, M.C. and Austill, A.D. (2007), "Balanced Scorecard Application in the Health Care Industry : A Case Study.," Journal of Health Care Finance, vol. 34, pp. 72-99.
Koumpouros, Y. (2013), "Balanced scorecard: Application in the General Panarcadian Hospital of Tripolis, Greece," International Journal of Health Care Quality Assurance, vol. 26, pp. 286-307.
Markides, M. (2011), “The Importance of Good Communication Between Patient and Health Professionals”, Journal of Pediatric Hematology/Oncology, Vol. 33.
Materla, T., Cudney, E. A. and Antony, J. (2017), “The application of Kano model in the healthcare industry: a systematic literature review”, Total Quality Management and Business Excellence, 1-22. DOI: 10.1080/14783363.2017.1328980
Nelson, E.C., Rust, R.T., Zahorik, A., Rose, R.L., Batalden, P. and Siemanski, B.A. (2004), "Do patient perceptions of quality relate to hospital financial performance?," Journal of Health Care Marketing, vol. 12, pp. 6-13.
Shabbir, A., Malik, S.A. and 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.
Timko, M. (1993), “An Experiment in Continuous Analysis” on “Kano’s Methods for Understanding Customer-defined Quality”, Center for Quality of Management Journal, Fall 1993
Tripathi, S., Henrekin, L.L., Read, C.D. and Welke, K.F. (2017), “Identification of Critical to Quality Elements for Intensive Care Rounds by Kano Analysis”, Pediatric Quality and Safety , 2:4;e027
Von Hippel, E. (1988),The Sources of Innovation,. Oxford University Press.
Yuen, P.P and Ng, A.W. (2012), "Towards a Balanced Performance Measurement System in a Public Health Care Organization," International Journal of Health Care Quality Assurance, vol. 25, pp. 421-430.
How to Cite
HUSSIN, Hilmi et al. Approach to Identify Factors that Enhance Patient Satisfaction in Public Hospital, a Case Study. Platform : A Journal of Management and Humanities, [S.l.], v. 1, n. 1, p. 25-35, dec. 2018. ISSN 2637-0859. Available at: <>. Date accessed: 25 june 2019.