<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "Healthcare Service Quality Gaps During Covid-19 Pandemic: Secondary Analysis From Patient Satisfaction Surveys"^^ . "Service quality is one of the leading performance dimensions for organisational efficieny.\r\nIn the healthcare industry, service quality is a major determinant for patient satisfaction.\r\nMaintaining patient satisfaction is critical to achieving excellent clinical outcomes in any\r\npatients. The COVID-19 pandemic, has disrupted the healthcare system and impacted the\r\nhealthcare service quality delivery. This study investigated the healthcare service quality\r\nduring the pandemic, by performing secondary analysis on readily available SERVQUAL\r\ndatasets obtained during the pandemic through routine patient satisfaction surveys, in a\r\ntertiary healthcare centre that manages severe COVID-19 cases. This study discovered\r\nthat significant service quality gaps existed in all quality dimensions at the inpatient\r\nsetting during the pandemic, with Tangible service quality being the most negatively\r\nimpacted. During the pandemic, hospitalised patients also significantly expected for\r\nAssurance and Outcome service quality dimensions. When IPA approach was applied to\r\nthe datasets, service quality items from the Tangible, Reliability, and Responsiveness\r\ndimensions were identified as the priority areas for quality improvement during a\r\npandemic. This research could help healthcare managers effectively direct their resources\r\nwhen launching quality improvement intervention. Finally, with these findings,\r\nsustainable healthcare system that can withstand difficult and challenging crises can be\r\nproperly planned to maintain satisfactory service quality in the Malaysian hospitals. "^^ . "2022" . . "Open University Malaysia"^^ . . . "Master of Business Administration, Open University Malaysia"^^ . . . . . . . . . ""^^ . "Sharon Linus Lojikip"^^ . " Sharon Linus Lojikip"^^ . . . . . "HTML Summary of #1542 \n\nHealthcare Service Quality Gaps During Covid-19 Pandemic: Secondary Analysis From Patient Satisfaction Surveys\n\n" . "text/html" . . . "LC5201 Education extension. Adult education. Continuing education"@en . .