The Impact of Two-tier Healthcare Systems Service Quality on Patient Satisfaction: A Study on International Students in Selangor

Abstract

ABSTRACT The expanding globalisation of higher education creates considerable challenges for international students attempting to access and utilise healthcare services in their host countries. This study examines the impact of service quality and two-tier healthcare systems on patient satisfaction among international students in Selangor, Malaysia. The study examines public and private sectors to understand how international students perceive healthcare. Service quality favours patient satisfaction, loyalty, and involvement among international students in Selangor, Malaysia, by promoting trust and a supportive healthcare environment. It also contributes to the broader discussion on the quality of healthcare services and patient satisfaction by offering insightful information to legislators, healthcare professionals, and other stakeholders, intending to improve healthcare experiences for international students in diverse healthcare systems. A self-administered questionnaire was used to gather primary data in Selangor, Malaysia, of which 250 responses were considered valid for analysis. The gathered data was analysed using SPSS to assess the constructs reliability. Multiple regression and exploratory factor analyses (EFA) were also carried out. Evaluating aspects of service quality like tangibility, reliability, responsiveness, assurance, and empathy is done through structured surveys that are adapted from well-known frameworks like SERVQUAL. These elements significantly and positively impact patient satisfaction among the international students in Selangor, Malaysia.