Hospital Service Quality and Patient Satisfaction: Literature Review

This study explores the multidimensional relationship between hospital service quality and patient satisfaction within the Malaysian healthcare context, integrating the SERVQUAL and Donabedian models to construct a comprehensive analytical framework. Drawing on recent empirical literature, the research highlights the significance of emotional support, administrative transparency, cultural sensitivity, and digital accessibility as key determinants of patient satisfaction. The discussion underscores a paradigm shift toward patient-centered care, where interpersonal communication and psychological reassurance increasingly shape service evaluations. Methodologically, the study advocates for dual-source structural equation modeling (SEM) to compare provider and patient perspectives, revealing perceptual gaps that inform targeted service improvements. Despite robust theoretical foundations, the literature reveals gaps in cultural moderation, digital equity, and longitudinal validation. Addressing these gaps, the study proposes a future research agenda emphasizing inclusive, adaptive, and psychologically attuned service quality models. The findings contribute to the development of more equitable and emotionally resonant healthcare systems in multicultural societies.