Complaints and compliments assessment in developing service delivery measurement

• Main Authors: Norshahrizan Nordin, Wan Norsyafawati W. Muhamad Radzi, Razli Che Razak, Sharmini Abdullah, Mohammad Rezal Hamzah, Ummi Naiemah Saraih, Syed Zulkarnain Syed Idrus
• Format: Indexed Article
• Language: English
• Published: Growing Science 2018
• Online Access: http://discol.umk.edu.my/id/eprint/7386/1/Complaints%20and%20compliments%20assessment%20in%20developing%20service%20delivery%20measurement.pdf; http://discol.umk.edu.my/id/eprint/7386/; http://growingscience.com/beta/msl/2751-complaints-and-compliments-assessment-in-developing-service-delivery-measurement.html

Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, servi...