Transformation of An-Nur specialist hospital to improve service quality

• Main Authors: Mohtar, Shahimi, Ariffin, Ahmad Shabudin, Baluch, Nazim Hussain
• Format: Conference or Workshop Item
• Language: English
• Published: 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/23955/1/TC11.pdf; http://repo.uum.edu.my/23955/

The aim of this study is to have a better understanding of the effects of service quality, which will lead to patient satisfaction and behavioral intention in order to build long-term relationships with their patients. An-Nur Specialist Hospital (ASH) has been in operation for the past nine years.The ASH establishment is a private specialist hospital in the local area of Bandar Baru Bangi, Selangor.The business has been well established and has recorded positive monthly growth since its inception. The high demand in hospital services, lately, has obligated the ASH management to transform their business and enhance the quality of their health services to meet the growing demand.Healthcare delivery system in developing countries calls for an efficient management to increase the effectiveness of healthcare systems Hence, there is a need to review the current business model with the intent of transforming ASH service quality in order to ensure competitiveness among other operators. This case study will assess the current health services delivery practices at ASH and provide recommendations to improve the quality of health services.