Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]

Outpatients' satisfaction with the healthcare services is of great concern to healthcare providers. It is one of the key factors that can affect their healthcare seeking behaviours. These include the service quality which consists of quality of personnel, process of clinical care and administra...

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Main Authors:	Cliffton, Rowena, Saar, Nandy Marlina, Iskandar, Siti Maheran
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction Research
Online Access:	https://ir.uitm.edu.my/id/eprint/45852/1/45852.pdf
Tags:	Add Tag malaysian 1 theses 1

id	my-uitm-ir.45852
record_format	uketd_dc
spelling	my-uitm-ir.458522021-04-30T10:02:18Z Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.] 2014-01 Cliffton, Rowena Saar, Nandy Marlina Iskandar, Siti Maheran Consumer satisfaction Research Outpatients' satisfaction with the healthcare services is of great concern to healthcare providers. It is one of the key factors that can affect their healthcare seeking behaviours. These include the service quality which consists of quality of personnel, process of clinical care and administrative procedure in hospital and the servicescape which consists of infrastructure. The aim of the study is to examine the relationship between service quality, servicescape and outpatient satisfaction of services offers, to identify which factor is the most influenced towards outpatients' satisfaction when they get treatment and to identify which item is the most satisfied by outpatients when they get treatment in Kuching Specialist Hospital (KCSH). Thus, the study utilized data collected from 200 respondents (outpatient) through questionnaire as research instrument which conducted in KCSH (private hospital). It was found that there is a strong relationship between service quality, servicescape, and outpatient satisfaction of services offers in KcSH. Besides, process of clinical care is the most influenced factor contributed to patient's satisfaction. The most satisfied item in each factor is from personnel quality factor through which the outpatients were satisfied to be treated with courtesy and respect by hospital administrative staffs. It is recommended for hospital to maintain and improve the performance of clinical care process and the performance of treating the patient with courtesy and respect. The KCSH is also recommended to strive in order to maintain the high standard in keeping outpatients satisfied with the services they offered. 2014-01 Thesis https://ir.uitm.edu.my/id/eprint/45852/ https://ir.uitm.edu.my/id/eprint/45852/1/45852.pdf text en public masters Universiti Teknologi MARA Cawangan Sarawak Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Research
spellingShingle	Consumer satisfaction Research Cliffton, Rowena Saar, Nandy Marlina Iskandar, Siti Maheran Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
description	Outpatients' satisfaction with the healthcare services is of great concern to healthcare providers. It is one of the key factors that can affect their healthcare seeking behaviours. These include the service quality which consists of quality of personnel, process of clinical care and administrative procedure in hospital and the servicescape which consists of infrastructure. The aim of the study is to examine the relationship between service quality, servicescape and outpatient satisfaction of services offers, to identify which factor is the most influenced towards outpatients' satisfaction when they get treatment and to identify which item is the most satisfied by outpatients when they get treatment in Kuching Specialist Hospital (KCSH). Thus, the study utilized data collected from 200 respondents (outpatient) through questionnaire as research instrument which conducted in KCSH (private hospital). It was found that there is a strong relationship between service quality, servicescape, and outpatient satisfaction of services offers in KcSH. Besides, process of clinical care is the most influenced factor contributed to patient's satisfaction. The most satisfied item in each factor is from personnel quality factor through which the outpatients were satisfied to be treated with courtesy and respect by hospital administrative staffs. It is recommended for hospital to maintain and improve the performance of clinical care process and the performance of treating the patient with courtesy and respect. The KCSH is also recommended to strive in order to maintain the high standard in keeping outpatients satisfied with the services they offered.
format	Thesis
qualification_level	Master's degree
author	Cliffton, Rowena Saar, Nandy Marlina Iskandar, Siti Maheran
author_facet	Cliffton, Rowena Saar, Nandy Marlina Iskandar, Siti Maheran
author_sort	Cliffton, Rowena
title	Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
title_short	Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
title_full	Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
title_fullStr	Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
title_full_unstemmed	Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]
title_sort	relationship between service quality, servicescape and outpatient satisfaction : a case of kuching specialist hospital / rowena cliffton ... [et al.]
granting_institution	Universiti Teknologi MARA Cawangan Sarawak
granting_department	Faculty of Business Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/45852/1/45852.pdf
_version_	1783734743674650624

Relationship between service quality, servicescape and outpatient satisfaction : A case of Kuching Specialist Hospital / Rowena Cliffton ... [et al.]

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