Persepsi Pegawai / Pembantu Perubatan Dan Pesakit Luar Terhadap Kualiti Perkhidmatan Klinik-Klinik Kesihatan di Daerah Kota Setar, Kedah

Samsuni, Mohd. Nor (2001) Persepsi Pegawai / Pembantu Perubatan Dan Pesakit Luar Terhadap Kualiti Perkhidmatan Klinik-Klinik Kesihatan di Daerah Kota Setar, Kedah. Masters thesis, Universiti Utara Malaysia.

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Abstract

The purpose of this study is to investigate the perception's differences among the service providers and service receivers (out-patient) on the quality service of the Health Clinics in the district of Kota Setar Kedah. In general, the objectives of this study were to measure the perceptions on quality service of the clinics in the perspectives of both respondents, the influences of the demographic factors on the perceptions, and to identify the relationships and influences of the factors or dimension in the service quality, towards the satisfaction of the respondents, 32 Medical Officers or Medical Assistants and 100 outpatients were selected as respondents of the study. Medical Officers and Medical Assistants represented as the population in the scope of the study, while the outpatients were selected by systematic sampling technique. Two sets of questionnaires. which consist demographic data and 55 items of 5-points Likert scale, were used. In general, the findings showed that both of the respondent groups were agreed with the service quality in the clinics. Security was the best dimension for both of the groups. The poorest quality according to the service providers was accessibility and availability, and reliability for the outpatients. Only gender, race and marital status were having significant influences on the providers' perceptions, and marital status on the outpatients. The influence of all the selected factors on the providers' satisfaction was 48.5%, and on the outpatients' satisfaction was 77%.

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