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A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim

The present research was conducted at Mahkota Medical Centre Melaka (MMC). This study and research conducted intended to know the customers’ satisfaction towards the service quality at MMC which located at Bandar Hilir, Melaka. The service quality (SERVQUAL) model was used to measure service quality...

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Main Authors: Shuhaimi, Muhammad Haziq, Mohd Shafia, Noor Aini, Abdul Rahim, Nur Syuhadah
Format: Student Project
Language:English
Published: 2014
Subjects:
Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Medical centers. Hospitals. Dispensaries. Clinics
Online Access:https://ir.uitm.edu.my/id/eprint/60413/1/60413.pdf
https://ir.uitm.edu.my/id/eprint/60413/
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spelling my.uitm.ir.604132022-06-17T03:07:16Z https://ir.uitm.edu.my/id/eprint/60413/ A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim Shuhaimi, Muhammad Haziq Mohd Shafia, Noor Aini Abdul Rahim, Nur Syuhadah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Medical centers. Hospitals. Dispensaries. Clinics The present research was conducted at Mahkota Medical Centre Melaka (MMC). This study and research conducted intended to know the customers’ satisfaction towards the service quality at MMC which located at Bandar Hilir, Melaka. The service quality (SERVQUAL) model was used to measure service quality that enables the management to better understanding the dimension and how they affect the service quality and customers’ satisfaction. Successful service providers are able to meets and whenever possible to exceed customers need and want in delivering service due certain specific characteristics of service like perishability, variability, intangibility, simultaneity, and to the human element in particular the “face-to-face” interaction with the patients or customers. The qualitative and quantitative data taken from 110 out of 150 respondents were analyzed and interpretations of relationship made. It was found that service quality elements were contributed significantly to customers’ satisfaction. The customers’ satisfaction toward service quality can give benefit to Mahkota Medical Centre itself and through the service quality also, the MMC can improve their service in every of service quality dimension. 2014 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/60413/1/60413.pdf A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim. (2014) [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 behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Medical centers. Hospitals. Dispensaries. Clinics
spellingShingle Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Consumer satisfaction
Medical centers. Hospitals. Dispensaries. Clinics
Shuhaimi, Muhammad Haziq
Mohd Shafia, Noor Aini
Abdul Rahim, Nur Syuhadah
A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
description The present research was conducted at Mahkota Medical Centre Melaka (MMC). This study and research conducted intended to know the customers’ satisfaction towards the service quality at MMC which located at Bandar Hilir, Melaka. The service quality (SERVQUAL) model was used to measure service quality that enables the management to better understanding the dimension and how they affect the service quality and customers’ satisfaction. Successful service providers are able to meets and whenever possible to exceed customers need and want in delivering service due certain specific characteristics of service like perishability, variability, intangibility, simultaneity, and to the human element in particular the “face-to-face” interaction with the patients or customers. The qualitative and quantitative data taken from 110 out of 150 respondents were analyzed and interpretations of relationship made. It was found that service quality elements were contributed significantly to customers’ satisfaction. The customers’ satisfaction toward service quality can give benefit to Mahkota Medical Centre itself and through the service quality also, the MMC can improve their service in every of service quality dimension.
format Student Project
author Shuhaimi, Muhammad Haziq
Mohd Shafia, Noor Aini
Abdul Rahim, Nur Syuhadah
author_facet Shuhaimi, Muhammad Haziq
Mohd Shafia, Noor Aini
Abdul Rahim, Nur Syuhadah
author_sort Shuhaimi, Muhammad Haziq
title A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
title_short A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
title_full A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
title_fullStr A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
title_full_unstemmed A study on service quality toward the customers’ satisfaction at Mahkota Medical Centre Melaka / Muhammad Haziq Shuhaimi, Noor Aini Mohd Shafia and Nur Syuhadah Abdul Rahim
title_sort study on service quality toward the customers’ satisfaction at mahkota medical centre melaka / muhammad haziq shuhaimi, noor aini mohd shafia and nur syuhadah abdul rahim
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/60413/1/60413.pdf
https://ir.uitm.edu.my/id/eprint/60413/
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score 13.211869

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