ArticleHealthcare (Basel, Switzerland)2021
Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook.
Article in Healthcare (Basel, Switzerland), 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 16 papers, 1 of them a synthesis that pooled it.
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Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
16 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Quality assessment of global health care system in the shadow of COVID-19: - a systematic review.BMC public health · 2023Pooled it
- Adapting quality function deployment to translate patient feedback into prioritized technical requirements for healthcare artificial intelligence.Scientific reports · 2026Article
- Mapping online patient reviews onto a data-informed service-experience framework: a content analysis of tertiary hospitals in Wuxi, China.Frontiers in public health · 2026Article
- Medical vs. Organizational Complaints: A Machine Learning Analysis Reveals Divergent Patterns in Patient Reviews Across Russian Cities.Healthcare (Basel, Switzerland) · 2025Article
- Designing and psychometric evaluation of an Instrument to assess patient's satisfaction from communication with dentist and dental care services based on SERVQUAL model.BMC oral health · 2025Article
- Analyzing Patient Complaints in Web-Based Reviews of Private Hospitals in Selangor, Malaysia, Using Large Language Model-Assisted Content Analysis: Mixed Methods Study.JMIR formative research · 2025Article
- A cross-sectional study on the relationship between length of stay and patient satisfaction based on the SERVQUAL model.Scientific reports · 2025Article
- Service quality evaluation of county-level public hospitals in Chongqing under smart healthcare.BMC health services research · 2024Article
- Developing a quality and safety assessment framework for Iran's military hospitals.BMC health services research · 2024Review
- Correlation between moral distress and compassion fatigue in the emergency department nurses: A cross-sectional study from Ardabil Province, Iran.Journal of education and health promotion · 2024Article
- Meeting Patient Expectations: Assessing Medical Service and Quality of Care Using the SERVQUAL Model in Dermatology Patients at a Single Center in Poland.Medical science monitor : international medical journal of experimental and clinical research · 2023Article
- Patients' satisfaction with nursing care quality and associated factors: A cross-section study.Nursing open · 2023Article
- An Assessment of Outpatient Satisfaction with Hospital Pharmacy Quality and Influential Factors in the Context of the COVID-19 Pandemic.Healthcare (Basel, Switzerland) · 2022Article
- How AI-powered consultation services in internet hospitals influence patient satisfaction: A structural analysis.Digital healthArticle
- Exploring sources of patient dissatisfaction in mobile health communication: A text analysis based on structural topic model.Digital healthArticle
- Nurse-patient interaction in hospital care: a cross-sectional study in Peruvian nurses.Revista CuidarteArticle
Corrections and comments
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Authors and funding
5 authors.
Funding
Abstract
Social media sites, dubbed patient online reviews (POR), have been proposed as new methods for assessing patient satisfaction and monitoring quality of care. However, the unstructured nature of POR data derived from social media creates a number of challenges. The objectives of this research were to identify service quality (SERVQUAL) dimensions automatically from hospital Facebook reviews using a machine learning classifier, and to examine their associations with patient dissatisfaction. From January 2017 to December 2019, empirical research was conducted in which POR were gathered from the official Facebook page of Malaysian public hospitals. To find SERVQUAL dimensions in POR, a machine learning topic classification utilising supervised learning was developed, and this study's objective was established using logistic regression analysis. It was discovered that 73.5% of patients were satisfied with the public hospital service, whereas 26.5% were dissatisfied. SERVQUAL dimensions identified were 13.2% reviews of tangible, 68.9% of reliability, 6.8% of responsiveness, 19.5% of assurance, and 64.3% of empathy. After controlling for hospital variables, all SERVQUAL dimensions except tangible and assurance were shown to be significantly related with patient dissatisfaction (reliability,
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