The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali

A cross sectional study was conducted on the effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit, Hospital Universiti Sains Malaysia (HUSM) , with the aim to determining the relationship and the effect of servi...

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Main Author:	Radzali, Nur Amaleena
Format:	Thesis
Language:	English
Published:	2011
Subjects:	H Social Sciences (General)
Online Access:	https://ir.uitm.edu.my/id/eprint/32892/1/32892.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-uitm-ir.32892
record_format	uketd_dc
spelling	my-uitm-ir.328922020-07-27T08:23:30Z The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali 2011-11 Radzali, Nur Amaleena H Social Sciences (General) Study and teaching. Research A cross sectional study was conducted on the effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit, Hospital Universiti Sains Malaysia (HUSM) , with the aim to determining the relationship and the effect of service quality and management style towards folder management and registration services on patients’ loyalty. Using a structured questionnaire, data were derived from 150 patients using simple random sampling. Descriptive statistics were used to describe satisfaction level and independent variable while the relationships between these factors were determined by estimates structural equation models (SEM). In this study, there are two independent construct namely service quality and management style. The study also has an intervening (mediating) construct namely patients’ satisfaction, and their intended dependent construct namely patients’ loyalty. The result supported that service quality of folder management and registration provided by Medical Records Unit has a significant and direct influence on patients’ satisfaction. The patients’ satisfaction also has a significant influence on patients’ loyalty. Strategies emphasizing improving the image of the Medical Records Unit should be continuously implemented while the service quality for the patients should be improved. Patients’ satisfaction surveys can be conducted in each unit to get the real picture for future strategies 2011-11 Thesis https://ir.uitm.edu.my/id/eprint/32892/ https://ir.uitm.edu.my/id/eprint/32892/1/32892.pdf text en public degree Universiti Teknologi MARA Cawangan Kelantan Faculty of Computer and Mathematical Sciences Hj. Awang, Prof. Dr. Zainudin
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Hj. Awang, Prof. Dr. Zainudin
topic	H Social Sciences (General) H Social Sciences (General)
spellingShingle	H Social Sciences (General) H Social Sciences (General) Radzali, Nur Amaleena The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
description	A cross sectional study was conducted on the effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit, Hospital Universiti Sains Malaysia (HUSM) , with the aim to determining the relationship and the effect of service quality and management style towards folder management and registration services on patients’ loyalty. Using a structured questionnaire, data were derived from 150 patients using simple random sampling. Descriptive statistics were used to describe satisfaction level and independent variable while the relationships between these factors were determined by estimates structural equation models (SEM). In this study, there are two independent construct namely service quality and management style. The study also has an intervening (mediating) construct namely patients’ satisfaction, and their intended dependent construct namely patients’ loyalty. The result supported that service quality of folder management and registration provided by Medical Records Unit has a significant and direct influence on patients’ satisfaction. The patients’ satisfaction also has a significant influence on patients’ loyalty. Strategies emphasizing improving the image of the Medical Records Unit should be continuously implemented while the service quality for the patients should be improved. Patients’ satisfaction surveys can be conducted in each unit to get the real picture for future strategies
format	Thesis
qualification_level	Bachelor degree
author	Radzali, Nur Amaleena
author_facet	Radzali, Nur Amaleena
author_sort	Radzali, Nur Amaleena
title	The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
title_short	The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
title_full	The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
title_fullStr	The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
title_full_unstemmed	The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali
title_sort	effect of service quality and management style towards folder management and registration service on patients loyalty in medical records unit hospital universiti sains malaysia (husm) / nur amaleena radzali
granting_institution	Universiti Teknologi MARA Cawangan Kelantan
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/32892/1/32892.pdf
_version_	1783734188822757376

The effect of service quality and management style towards folder management and registration service on patients loyalty in Medical Records Unit Hospital Universiti Sains Malaysia (HUSM) / Nur Amaleena Radzali

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