FACTORS INFLUENCING PATIENT SATISFACTION IN OUTPATIENT CLINICS: A SHARIAH COMPLIANCE PERSPECTIVE IN MALAYSIAN HEALTHCARE

Abstract

Patient satisfaction remains a critical indicator of healthcare quality and service delivery effectiveness in outpatient clinic settings. This study examines the factors influencing patient satisfaction in Malaysian outpatient clinics through the lens of Shariah compliance principles, which emphasize dignity, justice, compassion, and ethical treatment in healthcare delivery. Using a quantitative research approach, data were collected from 384 patients across selected outpatient clinics in Selangor, Malaysia, through structured questionnaires. The study employed stratified random sampling and analyzed data using SPSS through descriptive statistics, reliability analysis, correlation analysis, and multiple regression analysis. Findings revealed that service quality (β = 0.342, p < 0.001), waiting time (β = -0.287, p < 0.001), healthcare provider communication (β = 0.315, p < 0.001), facility environment (β = 0.198, p < 0.01), and Shariah compliance adherence (β = 0.256, p < 0.001) significantly influenced patient satisfaction. The study contributes to the growing body of knowledge on Islamic healthcare management by demonstrating how Shariah-compliant practices enhance patient satisfaction beyond conventional service quality dimensions. Implications for healthcare administrators and policymakers in Muslim-majority contexts are discussed, emphasizing the integration of Islamic ethical principles with contemporary healthcare quality frameworks.