Abstract:

This study aims to discover the impact of leadership effectiveness on the quality of health care service at the university hospital in Kelantan, Malaysia. The study discussed the impact of leadership effectiveness in providing a high quality, safe, efficient, and satisfaction to the patients. The research used two types of the questionnaires: the Leadership Practices Inventory (LPI) survey developed by Jim Kouzes and Barry Posner (2000) and the Consumer Assessment of Health Care Providers and Systems (CAHPS) which was developed by the U.S Department of Health and Human Services (1995). The results showed that leadership effectiveness correlated significantly with service quality. The study showed that the patients are highly satisfied with the quality of health care service provided by Universiti Sains Malaysia’s Hospital. Keywords: Leadership, Empathy, Quality, Management, Service.

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