Developing a measurement tool for hospital service excellence / Voon Boo Ho ... [et al.]

• Main Authors: Voon, Boo Ho, Abdullah, Firdaus, Lee, Nagarajah, Karen, Kueh Meng Koon
• Format: Research Reports
• Language: English
• Published: 2012
• Subjects: Statistical data; Total quality management. Benchmarking; Quality of life; Management
• Online Access: http://ir.uitm.edu.my/id/eprint/46514/1/46514.pdf; http://ir.uitm.edu.my/id/eprint/46514/

The employee-perceived service culture and customer-perceived service quality are commonly regarded as important for enhancing the quality perceptions, satisfaction and loyalty of the key stakeholders. This is also found to be true for the hospitals. This measurement-based survey research aims to de...