UUM Electronic Theses and Dissertation
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Patient Satisfaction With Nursing Care In Hospital Kangar

Kamsol, Mohamed Kassim (2001) Patient Satisfaction With Nursing Care In Hospital Kangar. Masters thesis, Universiti Utara Malaysia.

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In general, this study aims to identify the degree of patient satisfaction in Hospital Kangar based on service quality formulated. The specific objectives of this study is to identify the degree of patient satisfaction towards Nursing care, is to identify the degree of expectation towards the elements and dimensions measured, it is to identify the degree of perception after patient received the service, to identify patient satisfaction in view of the gap between the elements and the dimensions of perception and expectation and to identify areas of concern pertaining to patient satisfaction. Several service quality dimensions were generated from Parasuraman, Zeithalm and Berry (1988), to achieve the research objectives. The dimensions measured are tangible, reliable, responsiveness, assurance empathy and accessibility. Two sets of questionnaires were developed to measure Expectation and the Perception of patient. Reliability test was determined prior to real data
collection. Cronbach Alpha was found to be 0.83 and 0.92 respectively. The research data was gathered from 100 patients admitted to the Medical wards at Hospital Kangar. Descriptive statistical analysis using frequencies, percentage and means were used. The findings of the study
showed that the overall expectation means was 4.55 and the overall perception mean was 3.66. The perception elements that were related to nurses showed 96.7 % of patients responded that they were "satisfied" and " most satisfied". This percentage concluded that majority of the
patient perceived that they have received a satisfactory service. The expectation dimension with highest mean is reliability with mean value of 4.69. This measure exceeds " Important" degree. In the perception dimension the highest mean is reliability with mean score of 3.89. This measure exceeds "Quite satisfied". In the satisfaction gap the, responsiveness dimension has the highest gap 1.01. The conclusion derived from this study is that the service level in Hospital Kangar can be
consider as not of satisfactory level.

Item Type: Thesis (Masters)
Supervisor : UNSPECIFIED
Item ID: 320
Uncontrolled Keywords: Patient Satisfaction, Kangar Hospital, Service Quality, Nursing Care
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Faculty and School System > Sekolah Siswazah
Date Deposited: 02 Oct 2009 07:23
Last Modified: 24 Jul 2013 12:06
Department: Sekolah Siswazah
URI: https://etd.uum.edu.my/id/eprint/320

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