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Customer Satisfaction: A Comparative Study Between Government and Private Hospital

Mohd Fahami, Abas (2011) Customer Satisfaction: A Comparative Study Between Government and Private Hospital. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study was conducted to investigate the level satisfaction of the outpatients in two different types of hospitals. The level of satisfaction is measured by the gap between expectation and perception of outpatients towards service quality of health care service provider. This comparative study was between government hospital and private hospitals in Ipoh, Perak. The adapted of SERVQUAL instrument was used in this study. The analysis was carried out by using the Statistical Package for Social Science (SPSS). The numbers of respondents that involves in the research was 164 respondents that represented about 42.6 % of the sample population. Overall, 48 % of the respondents were satisfied with quality of services provided by the private hospital. Meanwhile 44 %, of respondents were satisfied with the services provided by the government hospital. Specifically; Service Delivery and Service Environment have positive relationship with Service Quality of the outpatients' satisfaction. However continuous improvement is needed especially in the area such as waiting time at the registration counter and long waiting time to received treatment and consultation. This improvement is for betterment of the service quality provided by both types of hospitals.

Item Type: Thesis (Masters)
Uncontrolled Keywords: SERVQUAL, outpatients, satisfaction, expectation, perception
Subjects: H Social Sciences > HF Commerce. > HF5001-6182 Business
R Medicine > RA Public aspects of medicine > RA410.55 Hospital Care.
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 30 Dec 2012 02:17
Last Modified: 19 Apr 2016 02:49
URI: http://etd.uum.edu.my/id/eprint/3037

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