The relationship between service quality and customer satisfaction: an empirical investigation at Hospital Universiti Sains Malaysia (HUSM) / Nor Azwa Ab. Ghani

• Main Author: Ab. Ghani, Nor Azwa
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction
• Online Access: https://ir.uitm.edu.my/id/eprint/69906/1/69906.pdf; https://ir.uitm.edu.my/id/eprint/69906/

The purpose of this study is to investigate the relationship of the selected independent variable tangible, reliability, responsiveness, assurance and empathy with dependent variable, customer satisfaction towards Hospital Universiti Sains Malaysia (HUSM), Kubang Kerian, Kelantan . In order to provide a guide of this study , three objectives were formulated. Data were collected from 207 respondent s that used the service of Hospital Universiti Sains Malaysia (HUSM), Kubang Kerian , Kelantan by using questionnaires. Overall , the study revealed that customer satisfaction toward s Hospital Universiti Sains Malaysia (HUSM) , Kubang Kerian, Kelantan is significant. The result obtained from the correlation analysis revealed that all variables, tangible, reliability , responsiveness, assurance and empathy were related with the factors that con tribute towards customer satisfaction. Thus , all of the factors stated are relative ly important and give contribution to the dependent variable. To conclude , the research relationship between customer satisfaction and selected independent variables of the stud y appeared to provide significant result.