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Service Quality and Health Care Industry in Malaysia: A Pilot Study on Transformational Leadership and Empathy


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  • Anantha Raj A. Arokiasamy RMIT International University Vietnam School of Business and Management Ho Chi Minh City, Vietnam.


Transformational leadership, empathy, service quality and healthcare industry


In this pilot study, the correlation between transformational leadership and service quality of a health care service provider was observed. In particular, the services rendered by University Malaya Medical Centre (UMMC) to their patients was measured using two sets of questionnaires. One was the Consumer Assessment of Healthcare Providers and Systems (CAHPS) and the other a leadership inventory index (LPI). Both the questionnaires were used to classify the quality of services delivered to patients at UMMC. The results emphasized a significant correlation between transformational leadership and empathy but no significant relationship between leadership effectiveness and service quality. The study further stressed that the patients were pleased with the services rendered by UMMC staffs.


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