Customer's satisfaction towards service quality of private hospitals in Kuching

Cha, Chon Heng (2011) Customer's satisfaction towards service quality of private hospitals in Kuching. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

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Abstract

C-0day, the modern age can be called as the "Age of Consumers". As in the present business scenario of intense competition, customer satisfaction has become the prime concern of each and every kind of industry. High level of customer satisfaction is very important in order to win customers and surge ahead of competitors. In order to assess the quality and effectiveness of services provided by the private hospitals in Kuching, a cross-sectional descriptive study was conducted among the in-patients to find out the patients' expectations and perceptions of the hospital services of the doctors, nurses/ medical assistant, administration and infrastructu0 Data were collected through a self-administered questionnaire distributed to in-patients in the three private hospitals.There were a total of 300 in-patients recruited using convenience sampling with 155 (51.7%) were male and 145 (48.3%) were female respondents~ To analyse the data, Statistical Package of Social Science (SPSS) version 17 for windows and Paired-Sample T -test were performed. From the result findings, there was a significantly difference between expectations and perceptions for all the four factors in hospital services quality (P=O.OO). The highest difference between expectations and perceptions was found in the nurses/ medical assistant's service quality and the lowest difference was in doctor's service quality. This study demonstrated that patients' expectations were higher than their perceptions in all the four factors in the hospital services quality and it implied that patients were not satisfy with the services provided by the three private hospitals in Kuching.

Item Type: Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 2011.
Uncontrolled Keywords: customer satisfaction, industry, service quality, hospital, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, Postgraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Karen Kornalius
Date Deposited: 02 Oct 2015 08:03
Last Modified: 02 Oct 2015 08:03
URI: http://ir.unimas.my/id/eprint/9048

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