UUM Electronic Theses and Dissertation
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Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur

Nazratulshima, Mohd Halim (2016) Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur. Masters thesis, Universiti Utara Malaysia.

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An improving patient satisfaction and service quality are very important in Gleneagles Hospital Kuala Lumpur. Although this hospital has increasingly number of patient but it is very important to understand patient needs and want and thus create long term and loyal customer. The aim of this study is to determine the relationship between patient expectations and actual service received towards the service offered. This is quantitative research method used to measure the five dimension of SERVQUAL model in service
quality. Sample of three hundred and fifty set of questions paper used in this research distributed to inpatient and outpatient department in Gleneagles Kuala Lumpur. Results of the survey analysis revealed that there is a difference between pre and post service rendered to the patients. There is significant result in five dimension which is Assurance, Reliability, Responsiveness, Empathy. Nevertheless, there is no significant different result in Tangibility.

Item Type: Thesis (Masters)
Supervisor : Md Said, Nor Pujawati
Item ID: 6432
Uncontrolled Keywords: service quality, patient expectation, actual service received
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
R Medicine > RA Public aspects of medicine > RA410.55 Hospital Care.
Divisions: Othman Yeop Abdullah Graduate School of Business
Date Deposited: 26 Jul 2017 18:07
Last Modified: 18 Apr 2021 06:56
Department: Othman Yeop Abdullah Graduate School of Business
Name: Md Said, Nor Pujawati
URI: https://etd.uum.edu.my/id/eprint/6432

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