Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur

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...

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Main Author: Nazratulshima, Mohd Halim
Format: Thesis
Language:eng
eng
Published: 2016
Subjects:
HF5415.33 Consumer Behavior.
RA410.55 Hospital Care.
Online Access:https://etd.uum.edu.my/6432/1/s816343_01.pdf
https://etd.uum.edu.my/6432/2/s816343_02.pdf
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malaysian 1
theses 1
id my-uum-etd.6432
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Md Said, Nor Pujawati
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
qualification_name masters
qualification_level Master's degree
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
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2016
url https://etd.uum.edu.my/6432/1/s816343_01.pdf
https://etd.uum.edu.my/6432/2/s816343_02.pdf
_version_ 1747828075927699456
spelling my-uum-etd.64322021-04-18T06:56:29Z Service quality on patient expectation and actual service received at Gleanegal Kuala Lumpur 2016 Nazratulshima, Mohd Halim Md Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business 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 https://etd.uum.edu.my/6432/ https://etd.uum.edu.my/6432/1/s816343_01.pdf text eng public https://etd.uum.edu.my/6432/2/s816343_02.pdf text eng public masters masters Universiti Utara Malaysia Akter, S., D’Ambra, J& Ray, P. (2013), “Development and validation of an instrument to measure user perceived service quality of health”, Information & Management, Vol.50, No.4, pp.181-195. Ashish K. Jha, M, D., M.P.H., E. John Orav, Ph.D., Jie Zheng, Ph.D., and Arnold M. Epstein, M. 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