INTERACTIONAL QUALITY AS AN ANTECEDENT OF PATIENT ATTITUDES: EVIDENCE FROM AN ARMY HOSPITAL IN THE FEDERAL TERRITORY OF KUALA LUMPUR

Abstract

Background and Purpose: The quality of interactions between service providers (employees) and patients in the course of providing everyday services may have a major impact on patient attitudes, according to a thorough evaluation of several recent quality management studies released in the 21st century. The relationship has been extensively studied in public and private healthcare organizations, but little is known about the role of interactional quality as a key antecedent in army hospitals. The purpose of this study is to investigate the connection between patient attitudes and interactional quality.   Methodology: The study adopted a cross-sectional research design, with 212 self-administered questionnaires collected from patients in an army hospital in the Federal Territory of Kuala Lumpur, Malaysia, using a purposive sampling technique. The SmartPLS was used to evaluate the measurement model and to test the structural model.   Findings: According to the findings of structural equation modelling, interactional quality attributes, namely responsiveness, assurance, and empathy were significant predictors of patient attitudes such as satisfaction and loyalty.   Contributions: To sustain and improve the service performance of the organisational sample, this study offers crucial advice, that is quality of interaction between employees and patients is built according to responsiveness, assurance, and empathy. The competence of employees to practice this interaction in delivering daily services can enhance patients’ satisfaction and loyalty. Practitioners may utilize to comprehend various perspectives on interactional quality. These recommendations can also be used to improve patient relationship management programmes.   Keywords: Interactional quality, patient satisfaction, patient loyalty, army hospital.   Cite as: Ismail, A., Mokhtar, A. Jamil, A. H., Ibrahim, N. S., Rino, Hussin, T., & Tajuddin, A. (2024). Interactional quality as an antecedent of patient attitudes: Evidence from an army hospital in the Federal Teritory of Kuala Lumpur. Journal of Nusantara Studies 9(2), 80-105.  http://dx.doi.org/10.24200/jonus.vol9iss2pp80-105