The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among...

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Main Author: Wan Omar, Wan Sarah Safinah
Format: Thesis
Language:English
Published: 2014
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/69910/1/69910.pdf
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spelling my-uitm-ir.699102022-12-19T08:35:51Z The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar 2014 Wan Omar, Wan Sarah Safinah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or patients who used the service provided by hospital in Kuantan , Pahang . The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hospital. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers chum to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries. 2014 Thesis https://ir.uitm.edu.my/id/eprint/69910/ https://ir.uitm.edu.my/id/eprint/69910/1/69910.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Zakaria, Ibhrahim
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Zakaria, Ibhrahim
topic Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Consumer satisfaction
Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
spellingShingle Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Consumer satisfaction
Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Wan Omar, Wan Sarah Safinah
The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
description The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or patients who used the service provided by hospital in Kuantan , Pahang . The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hospital. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers chum to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries.
format Thesis
qualification_level Bachelor degree
author Wan Omar, Wan Sarah Safinah
author_facet Wan Omar, Wan Sarah Safinah
author_sort Wan Omar, Wan Sarah Safinah
title The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
title_short The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
title_full The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
title_fullStr The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
title_full_unstemmed The relationship between service quality and customer satisfaction at Hospital Tengku Ampuan Afzan / Wan Sarah Safinah Wan Omar
title_sort relationship between service quality and customer satisfaction at hospital tengku ampuan afzan / wan sarah safinah wan omar
granting_institution Universiti Teknologi MARA, Kelantan
granting_department Faculty of Business and Management
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/69910/1/69910.pdf
_version_ 1783735914439114752