The Determinants of Customer Satisfaction towards Muslim-Friendly Healthcare Service Deliveries: A Conceptual Model

Abstract

The global need for hospitals that adhere to Islamic principles and accommodate the specific needs of Muslim patients is increasing. Hence, in highly competitive landscape of the healthcare industry it’s imperative for hospitals to be profitable while delivering sufficient and excellent healthcare services to the community, management must exhibit prudence in addressing this evolving attitude. This study intends to identify the appropriate determinants of customer satisfaction pertaining to the service deliveries offered by healthcare providers that are desired by Muslim patients, while adhering to Islamic medical ethics and Shariah requirements. A systematic literature review approach was utilized to examine the appropriate features of Muslim-friendly healthcare practices and their mechanisms. The thematic analysis of the reviewed papers revealed eight potential determinants of customer satisfaction which are Halal pharmaceuticals and medical equipment, Islamic facilities and amenities, proficient personnel, empathy and supportive staff, compliance and supportive hospital policy, welcoming Islamic settings, reasonable and suitable pricing, and Islamic work culture. The results are anticipated to stimulate policymakers in Malaysia and other nations with an interest in the matter, to implement the suggested practices through the enactment of favorable legislative measures. This study contributes to the body of knowledge by illuminating the antecedents of customer satisfaction model that can be used by Muslim-friendly healthcare providers to formulate strategies and policies to reduce the financial and business risk due to unsatisfied customers’ reactions. Subsequently, achieving the United Nations Sustainable Development Goals of good health and well-being (Goal 3) and peace, justice and strong institutions (Goal 16).