UMP Institutional Repository

A study on the management system in the healthcare sector using service quality concept

Ahmad, Othman (2012) A study on the management system in the healthcare sector using service quality concept. Other thesis, Universiti Malaysia Pahang.

[img]
Preview
PDF (Table of contents)
A study on the management system in the healthcare sector using service quality concept - Table of contents.PDF

Download (123kB) | Preview
[img]
Preview
PDF (Abstract)
A study on the management system in the healthcare sector using service quality concept - Abstract.PDF

Download (69kB) | Preview

Abstract

This study was carried out to investigate the factors that effect to service quality in the healthcare sector and to analyze the relationship between the factors of quality service that influences the customer's satisfaction in healthcare sector. This study carried out on hospitals that are selected in Malaysia including government hospitals and private hospitals. A total of 1000 sets of questionnaires were distributed at 20 hospitals that was selected including government hospitals and private hospitals in the following state Terengganu, Pahang, Negeri Sembilan, Perak, Kedah, Federal Territory, Selangor, Johor and Kelantan. For this research, it uses normality test method, descriptive statistics, and reliability test. Besides that this research analysis use analysis factor and also correlation Pearson test to get the relationship. The data was analyzed using SPSS (Statistical Package For Social Science Version 16.0). For the overall, infrastructure, personnel quality, process of clinical care, administrative procedure, safety measures, corporate image, social responsibility and trustworthiness of the hospitals really gives effect on customer satisfaction and also there have strong relationship between factors in influencing customer's satisfaction.

Item Type: Thesis (Other)
Additional Information: A report submitted to Department of Research and Innovation, University Malaysia Pahang under short grant research with vote number RDU 090359
Uncontrolled Keywords: Public health Malaysia; Medical care Malaysia
Subjects: R Medicine > R Medicine (General)
T Technology > T Technology (General)
Faculty/Division: Vice Chancellor's Office
Depositing User: Ms. Nurezzatul Akmal Salleh
Date Deposited: 16 Nov 2016 02:10
Last Modified: 16 Nov 2016 02:10
URI: http://umpir.ump.edu.my/id/eprint/15314
Download Statistic: View Download Statistics

Actions (login required)

View Item View Item