Facilities management service performance in a university health center

Health care service is an important aspect of our lives. Thus, health care centers must meet the needs of communities by providing them with a comprehensive medical service to improve the health status of the entire community. The quality of physical facilities and health care services is important...

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Main Author:	Ng, Angela Shin Yii
Format:	Thesis
Language:	English
Published:	2010
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/26738/1/AngelaNgShinMFGHT2010.pdf
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id	my-utm-ep.26738
record_format	uketd_dc
spelling	my-utm-ep.267382017-06-15T03:43:02Z Facilities management service performance in a university health center 2010 Ng, Angela Shin Yii HD28 Management. Industrial Management Health care service is an important aspect of our lives. Thus, health care centers must meet the needs of communities by providing them with a comprehensive medical service to improve the health status of the entire community. The quality of physical facilities and health care services is important in achieving the functions of a health center. This research is conducted to investigate the services quality performance of UTM health center. Factors affecting customers’satisfaction and perception on services quality were investigated. In addition, the evaluation of health care services were also investigated based on customers’satisfaction level, in which five quality dimensions were used to evaluate the quality of services offered. Thus, a survey on customers’ satisfaction measurement was carried out. A total of 145 sets questionnaires were distributed to the students and staffs of UTM. The data collected were analyzed by using frequency analysis, mean analysis, standard deviation analysis and content analysis. On the whole, the research findings revealed that the health care facilities and services provided by UTM health center meet the satisfaction of respondents under low satisfaction status. It was noted that the service dimension that did not meet respondents’ satisfaction was in the quality of interaction, quality of object and quality of processes. In addition, research findings revealed that the major service quality dimensions that will affect users’service perception are competency and responsiveness of physicians, nurses and other health care staffs. This suggested that health care providers were the most important resources in providing quality health services to meet or surpass customers’needs and perceptions. 2010 Thesis http://eprints.utm.my/id/eprint/26738/ http://eprints.utm.my/id/eprint/26738/1/AngelaNgShinMFGHT2010.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:73939?queryType=vitalDismax&query=+Facilities+management+service+performance+in+a+university+health+center+&public=true masters Universiti Teknologi Malaysia, Faculty of Geoinformation Science and Engineering Faculty of Geoinformation Science and Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Ng, Angela Shin Yii Facilities management service performance in a university health center
description	Health care service is an important aspect of our lives. Thus, health care centers must meet the needs of communities by providing them with a comprehensive medical service to improve the health status of the entire community. The quality of physical facilities and health care services is important in achieving the functions of a health center. This research is conducted to investigate the services quality performance of UTM health center. Factors affecting customers’satisfaction and perception on services quality were investigated. In addition, the evaluation of health care services were also investigated based on customers’satisfaction level, in which five quality dimensions were used to evaluate the quality of services offered. Thus, a survey on customers’ satisfaction measurement was carried out. A total of 145 sets questionnaires were distributed to the students and staffs of UTM. The data collected were analyzed by using frequency analysis, mean analysis, standard deviation analysis and content analysis. On the whole, the research findings revealed that the health care facilities and services provided by UTM health center meet the satisfaction of respondents under low satisfaction status. It was noted that the service dimension that did not meet respondents’ satisfaction was in the quality of interaction, quality of object and quality of processes. In addition, research findings revealed that the major service quality dimensions that will affect users’service perception are competency and responsiveness of physicians, nurses and other health care staffs. This suggested that health care providers were the most important resources in providing quality health services to meet or surpass customers’needs and perceptions.
format	Thesis
qualification_level	Master's degree
author	Ng, Angela Shin Yii
author_facet	Ng, Angela Shin Yii
author_sort	Ng, Angela Shin Yii
title	Facilities management service performance in a university health center
title_short	Facilities management service performance in a university health center
title_full	Facilities management service performance in a university health center
title_fullStr	Facilities management service performance in a university health center
title_full_unstemmed	Facilities management service performance in a university health center
title_sort	facilities management service performance in a university health center
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation Science and Engineering
granting_department	Faculty of Geoinformation Science and Engineering
publishDate	2010
url	http://eprints.utm.my/id/eprint/26738/1/AngelaNgShinMFGHT2010.pdf
_version_	1747815498859413504

Facilities management service performance in a university health center

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