A Conceptual Model of Developing a Measurement Tool for Hospital Food Service Operation in Malaysia


  • Noor Suzana Osman 1. Universiti Teknologi MARA (UiTM) 2. International Islamic University Malaysia (IIUM)
  • Norazmir Md Nor Universiti Teknologi MARA (UiTM)




hospital food service, patients’ satisfaction, measurement tool, performance


This study aims to provide and identify the best tools for measuring the quality of food service in Malaysian hospitals. The discussion focuses on the models used to evaluate the performance of food service operation in hospitals, as well as review critiques, issues, and the latest findings. Many tools have been introduced in the previous studies. However, the decision about the best fit tool to measure the quality of hospital food service is still unclear. Future study should be conducted, and an empirical test that examines various dimensions, such as food and meal service quality, staff/service issues and physical environment must be considered in the evaluation.

Keywords: hospital food service; patients’ satisfaction;  measurement tool; performance

eISSN: 2398-4287 © 2019. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
DOI: https://doi.org/10.21834/e-bpj.v4i10.1619

Author Biographies

Noor Suzana Osman, 1. Universiti Teknologi MARA (UiTM) 2. International Islamic University Malaysia (IIUM)

1. Centre of Nutrition and Dietetics, Faculty of Health Sciences

2. Department of Nutrition Sciences, Kulliyyah of Allied Health Sciences

Norazmir Md Nor, Universiti Teknologi MARA (UiTM)

1. Centre of Nutrition and Dietetics, Faculty of Health Sciences

2. Food Service Quality Research Group, Faculty of Hotel and Tourism Management


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How to Cite

Osman, N. S., & Md Nor, N. (2019). A Conceptual Model of Developing a Measurement Tool for Hospital Food Service Operation in Malaysia. Environment-Behaviour Proceedings Journal, 4(10), 49-58. https://doi.org/10.21834/e-bpj.v4i10.1619

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