Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia.

Q4 Earth and Planetary Sciences

GIS-Business Pub Date : 2020-01-17 DOI:10.26643/gis.v15i1.17718

Priscila Rajah Davarajah, Syriac Nellikunnel Devasia, Hanim Norza Baba, Maria Josephine Williams, Parameswaran Subramanian

引用次数: 0

Abstract

This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley. SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategic plan with an improved outpatient department services to satisfy customers’ demands. The limitations of this study is that it covers only the outpatient customers and does not cover all the private hospitals in Malaysia.

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门诊服务质量与满意度:以马来西亚一家私立医院为例

本研究旨在了解巴生谷一家私立医院门诊部服务的顾客满意度。SERVPERF模型用于了解门诊服务质量的深度。使用SPSS统计工具对定量数据进行分析，分析客户满意度与私立医院服务质量的五个维度的关系，即;有形性、可靠性、响应性、保证性和同理心。本研究的结果及结论可作为研究人员及管理人员设计改善门诊服务的策略计划，以满足顾客的需求。这项研究的局限性在于，它只涵盖了门诊客户，而没有涵盖马来西亚所有的私立医院。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

GIS-Business Earth and Planetary Sciences-Earth and Planetary Sciences (all)

自引率

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发文量

期刊介绍： GIS Business with ISSN no. 1430-3663 is bimonthly UGC Approved journal for publication of research papers related to planning, managment, GIS, geography, geology, geoinformatics, earth sciences, remote sensing, satellites, GPS, coodinate systems, urban planning, spatial studies, human settlements, and many more related subjects. Remote sensing is the art and science of making measurements of the earth using sensors on airplanes or satellites and geographic information system (GIS) is a computer-based tool for mapping and analyzing feature events on earth. It integrates common database operations, such as query and statistical analysis, with maps. The open access journal GIS Business is a scientific journal that includes a wide range of fields in its discipline and reports the acquisition of information about an object or phenomenon without making physical contact with the object. It allows to view and analyse multiple layers of spatially related information associated with a geographic region/location. It publishes all concerned research findings and discoveries pertaining to the ingredients and their mode of therapeutic nature to create a platform for the authors to make their contribution towards the journal.