The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli
The relationship between service quality and customer satisfaction has received considerable academic attention in the past few year. This research was aimed at examining the relationship between service quality and customer satisfaction with the data obtained from Hospital Sultanah Bahiyah at Kedah...
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2014
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my-uitm-ir.699402022-12-08T07:02:45Z The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli 2014 Rosli, Haizatul Nadia Consumer satisfaction Customer services. Customer relations The relationship between service quality and customer satisfaction has received considerable academic attention in the past few year. This research was aimed at examining the relationship between service quality and customer satisfaction with the data obtained from Hospital Sultanah Bahiyah at Kedah. The result of which would enable the hospital to improved the quality of services. This researcher conducted by using correlation research. Correlation research is a method used to provide some indication as how two or more things are related to one another or, in effect, what they share or have in command, or how well a specific outcome might be predicated by one or more pieces of information (Salkind,2012). In research methodology , content the research design, sampling frame, population, sampling technique, sampling size, unit of analysis, data collection procedures, instrument, validity of instrument and plan for analysis. The outcomes of the variable showed reflected a high correlation with customer satisfaction. With respect, the finding of this study can be used as a guideline by the Hospital Sultanah Bahiyah to improve the quality of services. For security reasons, certain information affecting customer satisfaction could not be examined in details. The result indicate that good relationship exists between service quality dimensions (core service, human element of service and tangible of services) and customer satisfaction. This research present key result on services quality and customer satisfaction research by looking at the niche segment which was not previously studied from the Malaysia perspective. 2014 Thesis https://ir.uitm.edu.my/id/eprint/69940/ https://ir.uitm.edu.my/id/eprint/69940/1/69940.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Muhammad, Norrini |
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Universiti Teknologi MARA |
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UiTM Institutional Repository |
language |
English |
advisor |
Muhammad, Norrini |
topic |
Consumer satisfaction Consumer satisfaction |
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Consumer satisfaction Consumer satisfaction Rosli, Haizatul Nadia The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
description |
The relationship between service quality and customer satisfaction has received considerable academic attention in the past few year. This research was aimed at examining the relationship between service quality and customer satisfaction with the data obtained from Hospital Sultanah Bahiyah at Kedah. The result of which would enable the hospital to improved the quality of services. This researcher conducted by using correlation research. Correlation research is a method used to provide some indication as how two or more things are related to one another or, in effect, what they share or have in command, or how well a specific outcome might be predicated by one or more pieces of information (Salkind,2012). In research methodology , content the research design, sampling frame, population, sampling technique, sampling size, unit of analysis, data collection procedures, instrument, validity of instrument and plan for analysis. The outcomes of the variable showed reflected a high correlation with customer satisfaction. With respect, the finding of this study can be used as a guideline by the Hospital Sultanah Bahiyah to improve the quality of services. For security reasons, certain information affecting customer satisfaction could not be examined in details. The result indicate that good relationship exists between service quality dimensions (core service, human element of service and tangible of services) and customer satisfaction. This research present key result on services quality and customer satisfaction research by looking at the niche segment which was not previously studied from the Malaysia perspective. |
format |
Thesis |
qualification_level |
Bachelor degree |
author |
Rosli, Haizatul Nadia |
author_facet |
Rosli, Haizatul Nadia |
author_sort |
Rosli, Haizatul Nadia |
title |
The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
title_short |
The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
title_full |
The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
title_fullStr |
The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
title_full_unstemmed |
The relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah at Kedah / Haizatul Nadia Rosli |
title_sort |
relationship between service quality and customer satisfaction at hospital sultanah bahiyah at kedah / haizatul nadia rosli |
granting_institution |
Universiti Teknologi MARA, Kelantan |
granting_department |
Faculty of Business and Management |
publishDate |
2014 |
url |
https://ir.uitm.edu.my/id/eprint/69940/1/69940.pdf |
_version_ |
1783735917045874688 |