Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)

Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)

The study was carried out to investigate the relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah. The main focus of the study was to examined the relationship between service quality and customer satisfaction. The outcomes of the study are essentials in order...

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Main Author: Norkhazzaina, Salahuddin
Format: Thesis
Language:eng
Published: 2009
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/3638/1/s800607.pdf
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id my-uum-etd.3638
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Md Isa, Filzah
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Norkhazzaina, Salahuddin
Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
description The study was carried out to investigate the relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah. The main focus of the study was to examined the relationship between service quality and customer satisfaction. The outcomes of the study are essentials in order to identify service quality factors that influence customer satisfaction in Hospital Sultanah Bahiyah. Next, the study also investigated the differences in satisfaction among the patients based on their demographic background. The research’s sample consist of two strata namely outpatient and inpatient. Furthermore, this research applied mixed-method, which combined quantitative and qualitative method to collect the data in a single study. The mixed-method was chosen to enhance opportunities for collecting the concrete and relevance data while assisting to achieve research objectives. Therefore, SERVQUAL instrument was adapted to collect quantitative data whereas structured interview was an instrument to collect qualitative data. The result of the study showed that there is a significant relationship between service quality and customer satisfaction where service quality explained about 72.4% of the variation in customer satisfaction (outpatient), and 70.3% of the variation in customer satisfaction (inpatient). However, the study indicated there are no differences in satisfaction among the patients based on demographic factors. Lastly, assurance, responsibility, and accessibility were found to be important factors in influencing customer satisfaction (outpatient) while assurance, empathy, and accessibility were able to influenced customer satisfaction for inpatient strata.
format Thesis
qualification_name masters
qualification_level Master's degree
author Norkhazzaina, Salahuddin
author_facet Norkhazzaina, Salahuddin
author_sort Norkhazzaina, Salahuddin
title Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
title_short Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
title_full Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
title_fullStr Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
title_full_unstemmed Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient)
title_sort kualiti perkhidmatan dan hubungannya dengan kepuasan pelanggan di hospital sultanah bahiyah alor setar perbandingan antara pesakit luar dan pesakit dalam (inpatient)
granting_institution Universiti Utara Malaysia
granting_department College of Business (COB)
publishDate 2009
url https://etd.uum.edu.my/3638/1/s800607.pdf
_version_ 1747827617239662592
spelling my-uum-etd.36382013-11-19T09:29:13Z Kualiti Perkhidmatan dan Hubungannya dengan Kepuasan Pelanggan di Hospital Sultanah Bahiyah Alor Setar Perbandingan antara Pesakit Luar dan Pesakit Dalam (inpatient) 2009 Norkhazzaina, Salahuddin Md Isa, Filzah College of Business (COB) College of Business HF5415.33 Consumer Behavior. The study was carried out to investigate the relationship between service quality and customer satisfaction at Hospital Sultanah Bahiyah. The main focus of the study was to examined the relationship between service quality and customer satisfaction. The outcomes of the study are essentials in order to identify service quality factors that influence customer satisfaction in Hospital Sultanah Bahiyah. Next, the study also investigated the differences in satisfaction among the patients based on their demographic background. The research’s sample consist of two strata namely outpatient and inpatient. Furthermore, this research applied mixed-method, which combined quantitative and qualitative method to collect the data in a single study. The mixed-method was chosen to enhance opportunities for collecting the concrete and relevance data while assisting to achieve research objectives. Therefore, SERVQUAL instrument was adapted to collect quantitative data whereas structured interview was an instrument to collect qualitative data. The result of the study showed that there is a significant relationship between service quality and customer satisfaction where service quality explained about 72.4% of the variation in customer satisfaction (outpatient), and 70.3% of the variation in customer satisfaction (inpatient). However, the study indicated there are no differences in satisfaction among the patients based on demographic factors. Lastly, assurance, responsibility, and accessibility were found to be important factors in influencing customer satisfaction (outpatient) while assurance, empathy, and accessibility were able to influenced customer satisfaction for inpatient strata. 2009 Thesis https://etd.uum.edu.my/3638/ https://etd.uum.edu.my/3638/1/s800607.pdf text eng validuser http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000336378 masters masters Universiti Utara Malaysia Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 27, 767–786. Bachelor, C., Owens, D. J., Read, M., & Bloor, M. (1994). Patient satisfaction studies: Methodology, management and consumer evaluation. International Journal of Health Care Quality Assurance, 7(7), 22–30. Bakar, C., Akguin, H. S., & Al Assaf, A. F. (2008). 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