{"title":"Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia.","authors":"Priscila Rajah Davarajah, Syriac Nellikunnel Devasia, Hanim Norza Baba, Maria Josephine Williams, Parameswaran Subramanian","doi":"10.26643/gis.v15i1.17718","DOIUrl":null,"url":null,"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.","PeriodicalId":35489,"journal":{"name":"GIS-Business","volume":"6 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2020-01-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"GIS-Business","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.26643/gis.v15i1.17718","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"Earth and Planetary Sciences","Score":null,"Total":0}
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.
GIS-BusinessEarth and Planetary Sciences-Earth and Planetary Sciences (all)
自引率
0.00%
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0
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.
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