Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur
An improving patient satisfaction and service quality are very important in Gleneagles Hospital Kuala Lumpur. Although this hospital has increasingly number of patient but it is very important to understand patient needs and want and thus create long term and loyal customer. The aim of this study is...
Saved in:
Main Author: | |
---|---|
Format: | Thesis |
Language: | English English |
Published: |
2016
|
Subjects: | |
Online Access: | http://etd.uum.edu.my/6432/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.uum.etd.6432 |
---|---|
record_format |
eprints |
spelling |
my.uum.etd.64322021-04-18T06:56:29Z http://etd.uum.edu.my/6432/ Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur Nazratulshima, Mohd Halim HF5415.33 Consumer Behavior. RA410.55 Hospital Care. An improving patient satisfaction and service quality are very important in Gleneagles Hospital Kuala Lumpur. Although this hospital has increasingly number of patient but it is very important to understand patient needs and want and thus create long term and loyal customer. The aim of this study is to determine the relationship between patient expectations and actual service received towards the service offered. This is quantitative research method used to measure the five dimension of SERVQUAL model in service quality. Sample of three hundred and fifty set of questions paper used in this research distributed to inpatient and outpatient department in Gleneagles Kuala Lumpur. Results of the survey analysis revealed that there is a difference between pre and post service rendered to the patients. There is significant result in five dimension which is Assurance, Reliability, Responsiveness, Empathy. Nevertheless, there is no significant different result in Tangibility. 2016 Thesis NonPeerReviewed text en /6432/1/s816343_01.pdf text en /6432/2/s816343_02.pdf Nazratulshima, Mohd Halim (2016) Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur. Masters thesis, Universiti Utara Malaysia. |
institution |
Universiti Utara Malaysia |
building |
UUM Library |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
Universiti Utara Malaysia |
content_source |
UUM Electronic Theses |
url_provider |
http://etd.uum.edu.my/ |
language |
English English |
topic |
HF5415.33 Consumer Behavior. RA410.55 Hospital Care. |
spellingShingle |
HF5415.33 Consumer Behavior. RA410.55 Hospital Care. Nazratulshima, Mohd Halim Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
description |
An improving patient satisfaction and service quality are very important in Gleneagles Hospital Kuala Lumpur. Although this hospital has increasingly number of patient but it is very important to understand patient needs and want and thus create long term and loyal customer. The aim of this study is to determine the relationship between patient expectations and actual service received towards the service offered. This is quantitative research method used to measure the five dimension of SERVQUAL model in service
quality. Sample of three hundred and fifty set of questions paper used in this research distributed to inpatient and outpatient department in Gleneagles Kuala Lumpur. Results of the survey analysis revealed that there is a difference between pre and post service rendered to the patients. There is significant result in five dimension which is Assurance, Reliability, Responsiveness, Empathy. Nevertheless, there is no significant different result in Tangibility. |
format |
Thesis |
author |
Nazratulshima, Mohd Halim |
author_facet |
Nazratulshima, Mohd Halim |
author_sort |
Nazratulshima, Mohd Halim |
title |
Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
title_short |
Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
title_full |
Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
title_fullStr |
Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
title_full_unstemmed |
Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur |
title_sort |
service quality on patient expectation and actual service received at gleanegal kuala lumpur |
publishDate |
2016 |
url |
http://etd.uum.edu.my/6432/ |
_version_ |
1698699506733809664 |
score |
13.160551 |