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A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf

This study compared the service quality provided by public and private hospitals, between Sarawak General Hospital and Normah Specialist Centre. The patient’s perceptions were sought on five dimension of service quality including tangibility, reliability, responsiveness, empathy and assurance. The o...

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Main Authors: Munil, Fatimah, Yusuf, Firna Erkafitrie
Format: Student Project
Language:English
Published: 2012
Subjects:
Customer services. Customer relations
Research
Online Access:https://ir.uitm.edu.my/id/eprint/81588/1/81588.pdf
https://ir.uitm.edu.my/id/eprint/81588/
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spelling my.uitm.ir.815882023-07-24T03:34:39Z https://ir.uitm.edu.my/id/eprint/81588/ A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf Munil, Fatimah Yusuf, Firna Erkafitrie Customer services. Customer relations Research This study compared the service quality provided by public and private hospitals, between Sarawak General Hospital and Normah Specialist Centre. The patient’s perceptions were sought on five dimension of service quality including tangibility, reliability, responsiveness, empathy and assurance. The objective of this study is to determine the gap in service quality and to determine which service quality dimension is emphasized by the hospitals. This study is covered the outpatients of both hospitals. In the conclusion, factors analyzed revealed that there is significant difference in the service quality between the hospitals and the responsiveness dimension is the least dimension emphasized by the hospitals. Findings are important for the future researcher and policy makers. 2012 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/81588/1/81588.pdf A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf. (2012) [Student Project] (Submitted)
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 Customer services. Customer relations
Research
spellingShingle Customer services. Customer relations
Research
Munil, Fatimah
Yusuf, Firna Erkafitrie
A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
description This study compared the service quality provided by public and private hospitals, between Sarawak General Hospital and Normah Specialist Centre. The patient’s perceptions were sought on five dimension of service quality including tangibility, reliability, responsiveness, empathy and assurance. The objective of this study is to determine the gap in service quality and to determine which service quality dimension is emphasized by the hospitals. This study is covered the outpatients of both hospitals. In the conclusion, factors analyzed revealed that there is significant difference in the service quality between the hospitals and the responsiveness dimension is the least dimension emphasized by the hospitals. Findings are important for the future researcher and policy makers.
format Student Project
author Munil, Fatimah
Yusuf, Firna Erkafitrie
author_facet Munil, Fatimah
Yusuf, Firna Erkafitrie
author_sort Munil, Fatimah
title A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
title_short A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
title_full A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
title_fullStr A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
title_full_unstemmed A study on service quality in public and private case study: Sarawak General Hospital and Normah Specialist Centre / Fatimah Munil & Firna Erkafitrie Yusuf
title_sort study on service quality in public and private case study: sarawak general hospital and normah specialist centre / fatimah munil & firna erkafitrie yusuf
publishDate 2012
url https://ir.uitm.edu.my/id/eprint/81588/1/81588.pdf
https://ir.uitm.edu.my/id/eprint/81588/
_version_ 1772815635488702464
score 13.211869

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