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Kajian Kepuasan Pelanggan di Pusat Khidmat Bersepadu, Jabatan Kecemasan Hospital Kuala Lumpur

Shamsaini, Shamsuddin (2004) Kajian Kepuasan Pelanggan di Pusat Khidmat Bersepadu, Jabatan Kecemasan Hospital Kuala Lumpur. Masters thesis, Universiti Utara Malaysia.

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Abstract

The purpose of the study is to evaluate the effectiveness of handling violence programme via service quality model as tool for index customer satisfaction at One Stop Crisis Centre (OSCC), Emergency Department, Hospital Kuala Lumpur. Tangible, reliability, responsiveness, assurance and empathy are variables used for service quality. Customer satisfaction cam be measure subjectively by service quality. Other then service quality, is factor like demography an influent to customer satisfaction. The study was held at OSCC for about a month, where random sampling was used, every cases who come to OSCC is a respondent accept child abuse cases. Questionnaires use Likert Scale was used for 22 items to measure service qpality as suggested by Parasuraman et al. Result from descriptive analysis showed that 65 percentage victims are women at reproductive age. There is also a non-Malaysia, which come to get the treatment. 81.7 percentage victims came less then 72 hours after the incident and 76.7 percentage is domestic violence victims. Average mean for service quality in range between 4.02 till 4.16 and mean customer satisfaction is 3.57. Result from hypothesis testing showed that service quality significantly related to customer satisfaction from range 74.3 percentage till 84.7 percentage. There are no different between quality service and client satisfaction with nationality and time come to get treatment after the incident but only in type of abused from t-test result. ANOVA result showed there are no different between race and qualification with customer satisfaction and service quality except for age.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Satisfaction, Service Quality, Case Study, Hospital Kuala Lumpur
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Faculty and School System > Faculty of Business Management
Depositing User: Mrs Hafiza Mohd Akhir
Date Deposited: 24 Jan 2010 08:40
Last Modified: 24 Jul 2013 12:10
URI: http://etd.uum.edu.my/id/eprint/1174

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