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Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur

Satisfaction of a firm’s customer has been recognized as the dominant factor in a business organization’s success which same goes to the private health care industry. The firm’s must know to attract customer and maximize their satisfaction towards the premise. Many factors that influence in develop...

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Main Author: Nareshkumar S/O Duraisamy, .
Format: Undergraduate Final Project Report
Published: 2011
Online Access:http://discol.umk.edu.my/id/eprint/5462/
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id my.umk.eprints.5462
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spelling my.umk.eprints.54622022-05-23T08:41:33Z http://discol.umk.edu.my/id/eprint/5462/ Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur Nareshkumar S/O Duraisamy, . Satisfaction of a firm’s customer has been recognized as the dominant factor in a business organization’s success which same goes to the private health care industry. The firm’s must know to attract customer and maximize their satisfaction towards the premise. Many factors that influence in develop customer satisfaction. In this research, the researcher describes the relationship between overall customer satisfaction with SERVQUAL dimensions which are tangibility, assurance, responsiveness, reliability, and empathy. The objective of this research is to analyze private health care industry’s service quality performance from the customer satisfaction using SERVQUAL dimensions. In this research, the researcher uses the data collection from patients or visitors in private health care organizations by distribute the questionnaire to them. The data was examining using correlation to get the result. The findings show that the relationship between the five dimensions and overall customer satisfactions are significant. 2011 Undergraduate Final Project Report NonPeerReviewed Nareshkumar S/O Duraisamy, . (2011) Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur. Undergraduate Final Project Report thesis, Faculty of Entrepreneurship and Business. (Submitted)
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
description Satisfaction of a firm’s customer has been recognized as the dominant factor in a business organization’s success which same goes to the private health care industry. The firm’s must know to attract customer and maximize their satisfaction towards the premise. Many factors that influence in develop customer satisfaction. In this research, the researcher describes the relationship between overall customer satisfaction with SERVQUAL dimensions which are tangibility, assurance, responsiveness, reliability, and empathy. The objective of this research is to analyze private health care industry’s service quality performance from the customer satisfaction using SERVQUAL dimensions. In this research, the researcher uses the data collection from patients or visitors in private health care organizations by distribute the questionnaire to them. The data was examining using correlation to get the result. The findings show that the relationship between the five dimensions and overall customer satisfactions are significant.
format Undergraduate Final Project Report
author Nareshkumar S/O Duraisamy, .
spellingShingle Nareshkumar S/O Duraisamy, .
Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
author_facet Nareshkumar S/O Duraisamy, .
author_sort Nareshkumar S/O Duraisamy, .
title Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
title_short Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
title_full Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
title_fullStr Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
title_full_unstemmed Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur
title_sort measuring service quality and customer satisfaction of private health care industry in kuala lumpur
publishDate 2011
url http://discol.umk.edu.my/id/eprint/5462/
_version_ 1763303556870307840
score 13.211869

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