@incollection{,
	
					
					
					08C82F9CB6A76791DBDCFE7A60F70012
				,
	author={{Nor AzilahHusin} and {HendraLukito} and {Athirah Noor Aisyah MohdNizam} and {Nur Qhairunnisa MohamedRashid} and {Nurul AnisHalid} and {Universiti Selangor}},
	journal={{Global Journal of Human Social Sciences}},
	journal={{GJHSS}}2249-460X0975-587X10.34257/GJHSS,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}20173340
}

@incollection{b0,
	
	
		,
	title={{Evaluation of service quality from patients' viewpoint}}
		,
	author={{
			MAAbbasi-Moghaddam
		} and {
			EZarei
		} and {
			RBagherzadeh
		} and {
			HDargahi
		} and {
			PFarrokhi
		}}
		
		
		
		
	
	
		,
	journal={{BMC health services research}}
		
			19
			1
			170
			,
	year={2019}
		
	

}

@incollection{b1,
	
	
		,
	title={{The influence of hospital image and service quality on patients' satisfaction and loyalty}}
		,
	author={{
			AsnawiAfthanorhan
		} and {
			&Assila
		} and {
			Awang
		} and {
			&Zainudin
		} and {
			&Asyraf
		} and {
			Mohamad
		} and {
			FazidaKarim
		}}
		
		
		
		
		
		
		10.5267/j.msl.2019.2.011
		
	
	
		,
	journal={{Management Science Letters}}
		
			9
			,
	year={2019}
		
	

}

@book{b2,
	
	
		,
	title={{Malaysia Ranked Number 1 for having World's Best Healthcare}}
		,
	author={{
			VElankovan
		}}
		
		
			,
	year={February 7, 2019}
		
	

}

@incollection{b3,
	
	
		,
	title={{The Perception of Physician Empathy by Patients with Inflammatory Bowel Disease}}
		,
	author={{
			CChiapponi
		} and {
			MWitt
		} and {
			GEDlugosch
		} and {
			VGulberg
		} and {
			MSiebeck
		}}
		
		
		
		
	
	
		,
	journal={{Journal Pone}}
		
			11
			11
			,
	year={2016}
		
	

}

@incollection{b4,
	
	
		,
	title={{Patient Satisfaction in Malaysia's Busiest Outpatient Medical Care}}
		,
	author={{
			KGanasegeran
		}}
		10.1155/2015/71475
		
	
	
		,
	journal={{The Scientific World Journal}}
		
			,
	year={2015}
		
	

}

@incollection{b5,
	
	
		,
	title={{An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers}}
		,
	author={{
			AGoel
		} and {
			NYang
		}}
		
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			32
			5
			
			,
	year={2015}
		
	

}

@incollection{b6,
	
	
		,
	title={{Assessment of general public satisfaction with public healthcare services in Kedah}}
		,
	author={{
			AMHassali
		} and {
			AAlian
		} and {
			AAAlrasheedy
		} and {
			ARAfifah
		} and {
			SASaleh Karamah
		} and {
			Tamimi
		} and {
			FSaleem
		} and {
			UHNoman
		} and {
			AHisham
		}}
		
		
		
		
		
		
		
		
	
	
		,
	journal={{Malaysia. Australasian Medical Journal}}
		
			7
			
			,
	year={2014}
		
	

}

@book{b7,
	
	
		,
	title={{Business Research A Step-by-Step Approach for Beginners}}
		,
	author={{
			NAHusin
		} and {
			MFMohd Salleh
		} and {
			MSaad
		} and {
			MSAbbas
		} and {
			ZAlias
		} and {
			AYulia
		}}
		
		
		
		
		
		
			,
	year={2017}
			,
	publisher={Imtiyaz Multimedia & Publication}
			,
	address={Shah Alam, Selangor}
		
	

}

@incollection{b8,
	
	
		,
	title={{Perceptions of care quality and the effect on patient satisfaction}}
		,
	author={{
			DMJohnson
		} and {
			RSRussell
		} and {
			SWWhite
		}}
		
		
	
	
		,
	journal={{International Journal of Quality & Reliability Management}}
		
			33
			8
			
			,
	year={2016}
		
	

}

@incollection{b9,
	
	
		,
	title={{The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry}}
		,
	author={{
			OKitapcia
		} and {
			?brahimCeylan Akdoganb
		} and {
			DITaylan
		}}
		
		
	
	
		,
	journal={{Procedia-Social and Behavioral Sciences}}
		
			148
			
			,
	year={2014. 2014}
		
	

}

@incollection{b10,
	
	
		,
	title={{A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: a questionnaire survey}}
		,
	author={{
			MALee
		} and {
			YHYom
		}}
		
	
	
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	journal={{International Journal of Nursing Studies}}
		
			44
			4
			
			,
	year={2007}
		
	

}

@incollection{b11,
	
	
		,
	title={{Patient Satisfaction at the Muhimblli National Hospital in Dares Salaam Tanzania}}
		,
	author={{
			EMuhondwa
		} and {
			MLeshabary
		} and {
			NMbambati
		} and {
			MEzaklel
		}}
		
		
		
	
	
		,
	journal={{East Afr. J. Pub. Health}}
		
			5
			2
			
			,
	year={2008}
		
	

}

@book{b12,
	
	
		,
	title={{}}
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	author={{
			EOOyatoye
		} and {
			BBAmole
		} and {
			SOAdebiyi
		}}
		
		
		
			,
	year={2016}
		
	

}

@incollection{b13,
	
	
		,
	title={{Patients' perception of quality service delivery of public hospitals in Nigeria using analytical hierarchy process}}
	
	
		,
	journal={{Journal of Health Management & Informatics}}
		
			3
			3
			73
		
	

}

@incollection{b14,
	
	
		,
	title={{The Malaysian Health Care System: A Review}}
		,
	author={{
			DQuek
		}}
	
	
		,
	journal={{Malaysian Medical Association}}
		
			,
	year={2014}
		
	

}

@incollection{b15,
	
	
		,
	title={{What do patients really want? An in-depth examination ofpatient experience in four Australian hospitals}}
		,
	author={{
			FRapport
		} and {
			PHibbert
		} and {
			JBraithwaite
		}}
		
		
	
	
		,
	journal={{BMC Health Service Res}}
		
			19
			38
			,
	year={2019}
		
	

}

@incollection{b16,
	
	
		,
	title={{Service quality and patients satisfaction on ayurvedic health services}}
		,
	author={{
			TSathiyaseelan
		} and {
			WA CGnanapala
		} and {
			CAthula
		}}
		
		
	
	
		,
	journal={{American Journal of Marketing Research}}
		
			1
			3
			
			,
	year={2015}
		
	

}

@incollection{b17,
	
	
		,
	title={{Measuring patients' healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan}}
		,
	author={{
			AShabbir
		} and {
			SAMalik
		} and {
			SAMalik
		}}
		
		
	
	
		,
	journal={{International Journal of Quality &Reliability Management}}
		
			33
			5
			
			,
	year={2016}
		
	

}

@incollection{b18,
	
	
		,
	title={{}}
		,
	author={{
			EW PSharifa
		} and {
			MJamsiah
		} and {
			SAMalka
		}}
		
		
	
	
		,
	journal={{Azimatun Noor A., TutiNingseh , Noor Izzah A. S}}
		
			,
	year={2010}
		
	

}

@incollection{b19,
	
	
		,
	title={{Satisfaction Among Urban And Rural Public Health Clinics In State Of Selangor}}
	
	
		,
	journal={{Malaysia, Malaysian Journal of Public Health Medicine}}
		
			10
			2
			
		
	

}

@incollection{b20,
	
	
		,
	title={{What do we really know about Patient Satisfaction ?}}
		,
	author={{
			CThiedke
		}}
	
	
		,
	journal={{Fam. Pract. Manag}}
		
			14
			1
			
			,
	year={2007}
		
	

}