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:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/69910/1/69910.pdf
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id	my-uitm-ir.69910
record_format	uketd_dc
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

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

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