UUM Electronic Theses and Dissertation
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Perception of international student towards the Quality of services and their satisfaction with Pusat Kesihatan Universiti, UUM

Joy, Ugboaja Chioma (2020) Perception of international student towards the Quality of services and their satisfaction with Pusat Kesihatan Universiti, UUM. Masters thesis, Universiti Utara Malaysia.

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This study was conducted to examine the perceptions of international students towards the quality of service, and their satisfaction with Pusat Kesihatan Universiti, Universiti Utara
Malaysia. Previous studies on patient perception and satisfaction identified factors such as medical staff behaviour, medicine and clinic infrastructure availability and medical information as contributing significantly to the patient healing process. This study examined these factors in the context of the services at PKU-UUM. This will enable the management of PKU to tailor as necessary the facilities available at its health centre. It will also provide information on what contributes to the satisfaction of international students when receiving medical assistance. This study used a structured questionnaire which was given to 121 international students at PKU to collect data. The results revealed that both doctor behaviour and clinic infrastructure significantly influence patients’ satisfaction with the medical services. Therefore, when seeking to improve the satisfaction with medical services at PKU-UUM especially among
international students would require that doctor behaviour and infrastructure be maintained and further improved.

Item Type: Thesis (Masters)
Supervisor : Abdullah, Shahmir Sivaraj
Item ID: 9180
Uncontrolled Keywords: Medical Service Quality, Patient’s Satisfaction, International Students.
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
H Social Sciences > HF Commerce. > HF5549-5549.5 Personnel Management. Employment
Divisions: School of Business Management
Date Deposited: 28 Mar 2022 06:07
Last Modified: 28 Mar 2022 06:07
Department: School of Business Management
Name: Abdullah, Shahmir Sivaraj
URI: https://etd.uum.edu.my/id/eprint/9180

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