Customer Satisfaction: A Comparative Study Between Government and Private Hospital

This study was conducted to investigate the level satisfaction of the outpatients in two different types of hospitals. The level of satisfaction is measured by the gap between expectation and perception of outpatients towards service quality of health care service provider. This comparative study w...

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Main Author:	Mohd Fahami, Abas
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business RA410.55 Hospital Care.
Online Access:	https://etd.uum.edu.my/3037/1/Mohd_Fahami_Abas.pdf https://etd.uum.edu.my/3037/2/1.Mohd_Fahami_Abas.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-uum-etd.3037
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdullah, Haim Hilman Ooi, Seong Kang
topic	HF5001-6182 Business RA410.55 Hospital Care.
spellingShingle	HF5001-6182 Business RA410.55 Hospital Care. Mohd Fahami, Abas Customer Satisfaction: A Comparative Study Between Government and Private Hospital
description	This study was conducted to investigate the level satisfaction of the outpatients in two different types of hospitals. The level of satisfaction is measured by the gap between expectation and perception of outpatients towards service quality of health care service provider. This comparative study was between government hospital and private hospitals in Ipoh, Perak. The adapted of SERVQUAL instrument was used in this study. The analysis was carried out by using the Statistical Package for Social Science (SPSS). The numbers of respondents that involves in the research was 164 respondents that represented about 42.6 % of the sample population. Overall, 48 % of the respondents were satisfied with quality of services provided by the private hospital. Meanwhile 44 %, of respondents were satisfied with the services provided by the government hospital. Specifically; Service Delivery and Service Environment have positive relationship with Service Quality of the outpatients' satisfaction. However continuous improvement is needed especially in the area such as waiting time at the registration counter and long waiting time to received treatment and consultation. This improvement is for betterment of the service quality provided by both types of hospitals.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd Fahami, Abas
author_facet	Mohd Fahami, Abas
author_sort	Mohd Fahami, Abas
title	Customer Satisfaction: A Comparative Study Between Government and Private Hospital
title_short	Customer Satisfaction: A Comparative Study Between Government and Private Hospital
title_full	Customer Satisfaction: A Comparative Study Between Government and Private Hospital
title_fullStr	Customer Satisfaction: A Comparative Study Between Government and Private Hospital
title_full_unstemmed	Customer Satisfaction: A Comparative Study Between Government and Private Hospital
title_sort	customer satisfaction: a comparative study between government and private hospital
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/3037/1/Mohd_Fahami_Abas.pdf https://etd.uum.edu.my/3037/2/1.Mohd_Fahami_Abas.pdf
_version_	1747827485638131712
spelling	my-uum-etd.30372016-04-19T02:49:33Z Customer Satisfaction: A Comparative Study Between Government and Private Hospital 2011-11 Mohd Fahami, Abas Abdullah, Haim Hilman Ooi, Seong Kang College of Business (COB) College of Business HF5001-6182 Business RA410.55 Hospital Care. This study was conducted to investigate the level satisfaction of the outpatients in two different types of hospitals. The level of satisfaction is measured by the gap between expectation and perception of outpatients towards service quality of health care service provider. This comparative study was between government hospital and private hospitals in Ipoh, Perak. The adapted of SERVQUAL instrument was used in this study. The analysis was carried out by using the Statistical Package for Social Science (SPSS). The numbers of respondents that involves in the research was 164 respondents that represented about 42.6 % of the sample population. Overall, 48 % of the respondents were satisfied with quality of services provided by the private hospital. Meanwhile 44 %, of respondents were satisfied with the services provided by the government hospital. Specifically; Service Delivery and Service Environment have positive relationship with Service Quality of the outpatients' satisfaction. However continuous improvement is needed especially in the area such as waiting time at the registration counter and long waiting time to received treatment and consultation. This improvement is for betterment of the service quality provided by both types of hospitals. 2011-11 Thesis https://etd.uum.edu.my/3037/ https://etd.uum.edu.my/3037/1/Mohd_Fahami_Abas.pdf application/pdf eng validuser https://etd.uum.edu.my/3037/2/1.Mohd_Fahami_Abas.pdf application/pdf eng public masters masters Universiti Utara Malaysia Alasad, J.A., & M.M. Ahmad (2003). 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Customer Satisfaction: A Comparative Study Between Government and Private Hospital

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