Staff View: The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil

The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil

Introduction: The learning organization, organization's commitment and internal marketing are important elements to achieve patient satisfaction. In order to satisfy patients, Poliklinik Eksekutif USM‟s staffs must continually advance their competence through ongoing learning, they must feel co...

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Main Author:	Mohamad A‟Idil, Sara Aiffa
Format:	Student Project
Language:	English
Published:	2016
Subjects:	Consumer satisfaction Customer services. Customer relations Personnel management. Employment management Employee motivation
Online Access:	http://ir.uitm.edu.my/id/eprint/34769/1/34769.pdf http://ir.uitm.edu.my/id/eprint/34769/
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id	my.uitm.ir.34769
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spelling	my.uitm.ir.347692020-09-29T03:49:43Z http://ir.uitm.edu.my/id/eprint/34769/ The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil Mohamad A‟Idil, Sara Aiffa Consumer satisfaction Customer services. Customer relations Personnel management. Employment management Employee motivation Introduction: The learning organization, organization's commitment and internal marketing are important elements to achieve patient satisfaction. In order to satisfy patients, Poliklinik Eksekutif USM‟s staffs must continually advance their competence through ongoing learning, they must feel committed to their work task so it will hold an emotional attached to their job and a good internal marketing. These factors could complement the successfulness of Poliklinik Eksekutif USM services which turn to patient satisfaction. Objective: The objective of the study was to investigate the extent to which the learning organization, organization‟s commitment and internal marketing of Poliklinik Eksekutif USM influence their patient satisfaction. Methodology: Two sets of questionnaire were developed to examine all the variables studied. The first set was distributed to 50 Poliklinik Eksekutif USM‟s staffs which asked about dependent variables (learning organization, organization commitment and internal marketing). The second sets of questionnaire were distributed to 50 patients. The questionnaire asked about their satisfaction toward Poliklinik Eksekutif USM services. Only 86 questionnaires were returned. SPSS analysis was used to evaluate the dependent variables toward patient satisfaction. Result: The finding indicated that learning organization and organization‟s commitment were statistically significant elements which contributed to patient satisfaction. Whereas, internal marketing was not a contributing factor for patient satisfaction. Conclusion: The Poliklinik Eksekutif USM‟s should emphasize more on learning organization and the organization commitment because it influenced patient satisfaction. Patient satisfaction can be improved if the staffs understand about learning organization and organization commitment, hence it can foster Poliklinik Eksekutif USM services 2016-06 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/34769/1/34769.pdf Mohamad A‟Idil, Sara Aiffa (2016) The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil. [Student Project] (Unpublished)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Consumer satisfaction Customer services. Customer relations Personnel management. Employment management Employee motivation
spellingShingle	Consumer satisfaction Customer services. Customer relations Personnel management. Employment management Employee motivation Mohamad A‟Idil, Sara Aiffa The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
description	Introduction: The learning organization, organization's commitment and internal marketing are important elements to achieve patient satisfaction. In order to satisfy patients, Poliklinik Eksekutif USM‟s staffs must continually advance their competence through ongoing learning, they must feel committed to their work task so it will hold an emotional attached to their job and a good internal marketing. These factors could complement the successfulness of Poliklinik Eksekutif USM services which turn to patient satisfaction. Objective: The objective of the study was to investigate the extent to which the learning organization, organization‟s commitment and internal marketing of Poliklinik Eksekutif USM influence their patient satisfaction. Methodology: Two sets of questionnaire were developed to examine all the variables studied. The first set was distributed to 50 Poliklinik Eksekutif USM‟s staffs which asked about dependent variables (learning organization, organization commitment and internal marketing). The second sets of questionnaire were distributed to 50 patients. The questionnaire asked about their satisfaction toward Poliklinik Eksekutif USM services. Only 86 questionnaires were returned. SPSS analysis was used to evaluate the dependent variables toward patient satisfaction. Result: The finding indicated that learning organization and organization‟s commitment were statistically significant elements which contributed to patient satisfaction. Whereas, internal marketing was not a contributing factor for patient satisfaction. Conclusion: The Poliklinik Eksekutif USM‟s should emphasize more on learning organization and the organization commitment because it influenced patient satisfaction. Patient satisfaction can be improved if the staffs understand about learning organization and organization commitment, hence it can foster Poliklinik Eksekutif USM services
format	Student Project
author	Mohamad A‟Idil, Sara Aiffa
author_facet	Mohamad A‟Idil, Sara Aiffa
author_sort	Mohamad A‟Idil, Sara Aiffa
title	The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
title_short	The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
title_full	The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
title_fullStr	The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
title_full_unstemmed	The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil
title_sort	influence of organization learning, organization commitment and internal marketing on patient satisfaction: a case at poliklinik eksekutif usm / sara aiffa mohamad a‟idil
publishDate	2016
url	http://ir.uitm.edu.my/id/eprint/34769/1/34769.pdf http://ir.uitm.edu.my/id/eprint/34769/
_version_	1685651233342226432
score	13.222552

The influence of organization learning, organization commitment and internal marketing on patient satisfaction: A case at Poliklinik Eksekutif USM / Sara Aiffa Mohamad A‟Idil

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