Customer's satisfaction towards service quality of private hospitals in Kuching

C-0day, the modern age can be called as the "Age of Consumers". As in the present business scenario of intense competition, customer satisfaction has become the prime concern of each and every kind of industry. High level of customer satisfaction is very important in order to win customers...

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Main Author:	Cha, Chon Heng
Format:	Thesis
Language:	English
Published:	2011
Subjects:	H Social Sciences (General)
Online Access:	http://ir.unimas.my/id/eprint/9048/1/Cha%20Chon%20Heng%20ft.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-unimas-ir.9048
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spelling	my-unimas-ir.90482023-05-08T03:18:57Z Customer's satisfaction towards service quality of private hospitals in Kuching 2011 Cha, Chon Heng H Social Sciences (General) C-0day, the modern age can be called as the "Age of Consumers". As in the present business scenario of intense competition, customer satisfaction has become the prime concern of each and every kind of industry. High level of customer satisfaction is very important in order to win customers and surge ahead of competitors. In order to assess the quality and effectiveness of services provided by the private hospitals in Kuching, a cross-sectional descriptive study was conducted among the in-patients to find out the patients' expectations and perceptions of the hospital services of the doctors, nurses/ medical assistant, administration and infrastructu0 Data were collected through a self-administered questionnaire distributed to in-patients in the three private hospitals.There were a total of 300 in-patients recruited using convenience sampling with 155 (51.7%) were male and 145 (48.3%) were female respondents~ To analyse the data, Statistical Package of Social Science (SPSS) version 17 for windows and Paired-Sample T -test were performed. From the result findings, there was a significantly difference between expectations and perceptions for all the four factors in hospital services quality (P=O.OO). The highest difference between expectations and perceptions was found in the nurses/ medical assistant's service quality and the lowest difference was in doctor's service quality. This study demonstrated that patients' expectations were higher than their perceptions in all the four factors in the hospital services quality and it implied that patients were not satisfy with the services provided by the three private hospitals in Kuching. Universiti Malaysia Sarawak, (UNIMAS) 2011 Thesis http://ir.unimas.my/id/eprint/9048/ http://ir.unimas.my/id/eprint/9048/1/Cha%20Chon%20Heng%20ft.pdf text en validuser masters Universiti Malaysia Sarawak, (UNIMAS) Faculty of Economics and Business
institution	Universiti Malaysia Sarawak
collection	UNIMAS Institutional Repository
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Cha, Chon Heng Customer's satisfaction towards service quality of private hospitals in Kuching
description	C-0day, the modern age can be called as the "Age of Consumers". As in the present business scenario of intense competition, customer satisfaction has become the prime concern of each and every kind of industry. High level of customer satisfaction is very important in order to win customers and surge ahead of competitors. In order to assess the quality and effectiveness of services provided by the private hospitals in Kuching, a cross-sectional descriptive study was conducted among the in-patients to find out the patients' expectations and perceptions of the hospital services of the doctors, nurses/ medical assistant, administration and infrastructu0 Data were collected through a self-administered questionnaire distributed to in-patients in the three private hospitals.There were a total of 300 in-patients recruited using convenience sampling with 155 (51.7%) were male and 145 (48.3%) were female respondents~ To analyse the data, Statistical Package of Social Science (SPSS) version 17 for windows and Paired-Sample T -test were performed. From the result findings, there was a significantly difference between expectations and perceptions for all the four factors in hospital services quality (P=O.OO). The highest difference between expectations and perceptions was found in the nurses/ medical assistant's service quality and the lowest difference was in doctor's service quality. This study demonstrated that patients' expectations were higher than their perceptions in all the four factors in the hospital services quality and it implied that patients were not satisfy with the services provided by the three private hospitals in Kuching.
format	Thesis
qualification_level	Master's degree
author	Cha, Chon Heng
author_facet	Cha, Chon Heng
author_sort	Cha, Chon Heng
title	Customer's satisfaction towards service quality of private hospitals in Kuching
title_short	Customer's satisfaction towards service quality of private hospitals in Kuching
title_full	Customer's satisfaction towards service quality of private hospitals in Kuching
title_fullStr	Customer's satisfaction towards service quality of private hospitals in Kuching
title_full_unstemmed	Customer's satisfaction towards service quality of private hospitals in Kuching
title_sort	customer's satisfaction towards service quality of private hospitals in kuching
granting_institution	Universiti Malaysia Sarawak, (UNIMAS)
granting_department	Faculty of Economics and Business
publishDate	2011
url	http://ir.unimas.my/id/eprint/9048/1/Cha%20Chon%20Heng%20ft.pdf
_version_	1783728006226771968

Customer's satisfaction towards service quality of private hospitals in Kuching

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