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Complaints and compliments assessment in developing service delivery measurement

Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, servi...

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Main Authors: Norshahrizan Nordin, Wan Norsyafawati W. Muhamad Radzi, Razli Che Razak, Sharmini Abdullah, Mohammad Rezal Hamzah, Ummi Naiemah Saraih, Syed Zulkarnain Syed Idrus
Format: Indexed Article
Language:English
Published: Growing Science 2018
Online Access:http://discol.umk.edu.my/id/eprint/7386/1/Complaints%20and%20compliments%20assessment%20in%20developing%20service%20delivery%20measurement.pdf
http://discol.umk.edu.my/id/eprint/7386/
http://growingscience.com/beta/msl/2751-complaints-and-compliments-assessment-in-developing-service-delivery-measurement.html
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spelling my.umk.eprints.73862022-05-23T15:36:29Z http://discol.umk.edu.my/id/eprint/7386/ Complaints and compliments assessment in developing service delivery measurement Norshahrizan Nordin Wan Norsyafawati W. Muhamad Radzi Razli Che Razak Sharmini Abdullah Mohammad Rezal Hamzah Ummi Naiemah Saraih Syed Zulkarnain Syed Idrus Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients’ compliments and complaints in a more receptive manner but also corresponded with Kano model. Growing Science 2018 Indexed Article NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/7386/1/Complaints%20and%20compliments%20assessment%20in%20developing%20service%20delivery%20measurement.pdf Norshahrizan Nordin and Wan Norsyafawati W. Muhamad Radzi and Razli Che Razak and Sharmini Abdullah and Mohammad Rezal Hamzah and Ummi Naiemah Saraih and Syed Zulkarnain Syed Idrus (2018) Complaints and compliments assessment in developing service delivery measurement. Management Science Letters, 8 (5). pp. 293-304. ISSN 19239335 http://growingscience.com/beta/msl/2751-complaints-and-compliments-assessment-in-developing-service-delivery-measurement.html
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/
language English
description Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients’ compliments and complaints in a more receptive manner but also corresponded with Kano model.
format Indexed Article
author Norshahrizan Nordin
Wan Norsyafawati W. Muhamad Radzi
Razli Che Razak
Sharmini Abdullah
Mohammad Rezal Hamzah
Ummi Naiemah Saraih
Syed Zulkarnain Syed Idrus
spellingShingle Norshahrizan Nordin
Wan Norsyafawati W. Muhamad Radzi
Razli Che Razak
Sharmini Abdullah
Mohammad Rezal Hamzah
Ummi Naiemah Saraih
Syed Zulkarnain Syed Idrus
Complaints and compliments assessment in developing service delivery measurement
author_facet Norshahrizan Nordin
Wan Norsyafawati W. Muhamad Radzi
Razli Che Razak
Sharmini Abdullah
Mohammad Rezal Hamzah
Ummi Naiemah Saraih
Syed Zulkarnain Syed Idrus
author_sort Norshahrizan Nordin
title Complaints and compliments assessment in developing service delivery measurement
title_short Complaints and compliments assessment in developing service delivery measurement
title_full Complaints and compliments assessment in developing service delivery measurement
title_fullStr Complaints and compliments assessment in developing service delivery measurement
title_full_unstemmed Complaints and compliments assessment in developing service delivery measurement
title_sort complaints and compliments assessment in developing service delivery measurement
publisher Growing Science
publishDate 2018
url http://discol.umk.edu.my/id/eprint/7386/1/Complaints%20and%20compliments%20assessment%20in%20developing%20service%20delivery%20measurement.pdf
http://discol.umk.edu.my/id/eprint/7386/
http://growingscience.com/beta/msl/2751-complaints-and-compliments-assessment-in-developing-service-delivery-measurement.html
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score 13.211869

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