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

Ahmad, Othman and Ibrahim, Daing Nasir and Noor Azlinna, Azizan and Mustafa, Shariman and Hassan, Hasahudin and Majjah Mazita, Mokhtar and Azit, Azizan and Ghani, Airin Abdul and Ida Rizyani, Tahir and Syamimi Errymy, Sawal (2012) A study on the management system in the healthcare sector using service quality concept. , [Research Report: Research Report] (Unpublished)

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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: Research Report
Additional Information: RESEARCH VOTE NO: RDU090359
Uncontrolled Keywords: Management system; healthcare sector; service quality
Subjects: R Medicine > RA Public aspects of medicine
Faculty/Division: Faculty of Engineering Technology
Institute of Postgraduate Studies
Depositing User: En. Mohd Ariffin Abdul Aziz
Date Deposited: 07 Mar 2023 07:07
Last Modified: 13 Jun 2023 04:20
URI: http://umpir.ump.edu.my/id/eprint/36468
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