Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar

Hospital food is very crucial for fast patient recovery. Most patients who stayed in the hospital have value and expectation on the kind of food service that they should get. The Management of KP J Puteri Specialist Hospital, Johor Baharu is very concerned with patients' satisfaction related to...

Full description

Saved in:

Bibliographic Details
Main Authors:	Yaccob, Nurzahila Hayati, Mohthar, Zuhaini Zainal
Format:	Thesis
Language:	English
Published:	2020
Subjects:	Hospitality industry Hotels, clubs, restaurants, etc Food service
Online Access:	https://ir.uitm.edu.my/id/eprint/54963/1/54963.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.54963
record_format	uketd_dc
spelling	my-uitm-ir.549632022-01-25T09:19:46Z Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar 2020-07 Yaccob, Nurzahila Hayati Mohthar, Zuhaini Zainal Hospitality industry. Hotels, clubs, restaurants, etc. Food service Food service Hospital food is very crucial for fast patient recovery. Most patients who stayed in the hospital have value and expectation on the kind of food service that they should get. The Management of KP J Puteri Specialist Hospital, Johor Baharu is very concerned with patients' satisfaction related to foodservice. Furthermore, the hospital needs to reduce the cost effectiveness without compromising patients' satisfaction. Therefore, KPJ must take actions to hinder food wastages as patients' satisfaction shackled. Due to the impact of this issue, the hospital needs to allocate some budget on the handling of food waste which is very costly due to the cooking process. Food waste cannot be disposed of easily such as general waste. Food waste will be collected by a specific vendor which have certain certification to handle food waste. Food waste will be weighed and the cost to dispose of has to be bear by hospital management. Therefore, this study aimed to investigate the relationship between service quality towards patients' satisfaction and to analyze which SERVQUAL dimensions such as tangible, responsiveness, assurance, reliability and empathy that measure the patients' satisfaction contribute the most towards patients' satisfaction in hospital food service. A questionnaire-based survey was distributed to 250 patients at Surgical, Medical, VIP, and Orthopedic ward. Service quality was measured in terms of the SERVQUAL dimensions such as tangible, responsiveness, assurance, reliability, and empathy. The key dimensions of patient satisfaction were identified through literature. A research framework is developed indicating that patients' satisfaction is influenced by five SERVQUAL dimensions which are tangibles, responsiveness, assurance, reliability, and empathy. The dimensions have been measured by using a 5-point Likert scale with a total of 28 items covering tangible (7), responsiveness (4), assurance (4), reliability (4), empathy (4), and patients' satisfaction (5). The data collected were analyzed using SPSS 22.0. Results showed that tangible and responsiveness have a positive influence on patients' satisfaction with food service 2020-07 Thesis https://ir.uitm.edu.my/id/eprint/54963/ https://ir.uitm.edu.my/id/eprint/54963/1/54963.pdf text en public masters Universiti Teknologi Mara Cawangan Johor Arshad Ayub Graduate Business School T.K. Muthu Koya Thangal, Dr Thahira Bibi
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	T.K. Muthu Koya Thangal, Dr Thahira Bibi
topic	Hospitality industry Hotels, clubs, restaurants, etc Food service Food service
spellingShingle	Hospitality industry Hotels, clubs, restaurants, etc Food service Food service Yaccob, Nurzahila Hayati Mohthar, Zuhaini Zainal Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
description	Hospital food is very crucial for fast patient recovery. Most patients who stayed in the hospital have value and expectation on the kind of food service that they should get. The Management of KP J Puteri Specialist Hospital, Johor Baharu is very concerned with patients' satisfaction related to foodservice. Furthermore, the hospital needs to reduce the cost effectiveness without compromising patients' satisfaction. Therefore, KPJ must take actions to hinder food wastages as patients' satisfaction shackled. Due to the impact of this issue, the hospital needs to allocate some budget on the handling of food waste which is very costly due to the cooking process. Food waste cannot be disposed of easily such as general waste. Food waste will be collected by a specific vendor which have certain certification to handle food waste. Food waste will be weighed and the cost to dispose of has to be bear by hospital management. Therefore, this study aimed to investigate the relationship between service quality towards patients' satisfaction and to analyze which SERVQUAL dimensions such as tangible, responsiveness, assurance, reliability and empathy that measure the patients' satisfaction contribute the most towards patients' satisfaction in hospital food service. A questionnaire-based survey was distributed to 250 patients at Surgical, Medical, VIP, and Orthopedic ward. Service quality was measured in terms of the SERVQUAL dimensions such as tangible, responsiveness, assurance, reliability, and empathy. The key dimensions of patient satisfaction were identified through literature. A research framework is developed indicating that patients' satisfaction is influenced by five SERVQUAL dimensions which are tangibles, responsiveness, assurance, reliability, and empathy. The dimensions have been measured by using a 5-point Likert scale with a total of 28 items covering tangible (7), responsiveness (4), assurance (4), reliability (4), empathy (4), and patients' satisfaction (5). The data collected were analyzed using SPSS 22.0. Results showed that tangible and responsiveness have a positive influence on patients' satisfaction with food service
format	Thesis
qualification_level	Master's degree
author	Yaccob, Nurzahila Hayati Mohthar, Zuhaini Zainal
author_facet	Yaccob, Nurzahila Hayati Mohthar, Zuhaini Zainal
author_sort	Yaccob, Nurzahila Hayati
title	Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
title_short	Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
title_full	Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
title_fullStr	Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
title_full_unstemmed	Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar
title_sort	tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at kpj puteri specialist hospital / nurzahila hayati yaccob & zuhaini zainal mohthar
granting_institution	Universiti Teknologi Mara Cawangan Johor
granting_department	Arshad Ayub Graduate Business School
publishDate	2020
url	https://ir.uitm.edu.my/id/eprint/54963/1/54963.pdf
_version_	1783734899573784576

Tangible, responsiveness, assurance, reliability and empathy that influence patients' satisfaction in foodservice at KPJ Puteri Specialist Hospital / Nurzahila Hayati Yaccob & Zuhaini Zainal Mohthar

Similar Items