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A study on the management system in the healthcare sector using service quality concept

This study was carried out to investigate the factors that effect to service quality in the healthcare sector and to analyze the relationship between the factors of quality service that influences the customer's satisfaction in healthcare sector. This study carried out on hospitals that are sel...

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Main Author: Ahmad, Othman
Format: Thesis
Language:English
Published: 2012
Subjects:
R Medicine (General)
T Technology (General)
Online Access:http://umpir.ump.edu.my/id/eprint/15314/11/A%20study%20on%20the%20management%20system%20in%20the%20Healthcare%20sector%20using%20service%20quality%20concept.pdf
http://umpir.ump.edu.my/id/eprint/15314/
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spelling my.ump.umpir.153142021-11-24T01:54:04Z http://umpir.ump.edu.my/id/eprint/15314/ A study on the management system in the healthcare sector using service quality concept Ahmad, Othman R Medicine (General) T Technology (General) This study was carried out to investigate the factors that effect to service quality in the healthcare sector and to analyze the relationship between the factors of quality service that influences the customer's satisfaction in healthcare sector. This study carried out on hospitals that are selected in Malaysia including government hospitals and private hospitals. A total of 1000 sets of questionnaires were distributed at 20 hospitals that was selected including government hospitals and private hospitals in the following state Terengganu, Pahang, Negeri Sembilan, Perak, Kedah, Federal Territory, Selangor, Johor and Kelantan. For this research, it uses normality test method, descriptive statistics, and reliability test. Besides that this research analysis use analysis factor and also correlation Pearson test to get the relationship. The data was analyzed using SPSS (Statistical Package For Social Science Version 16.0). For the overall, infrastructure, personnel quality, process of clinical care, administrative procedure, safety measures, corporate image, social responsibility and trustworthiness of the hospitals really gives effect on customer satisfaction and also there have strong relationship between factors in influencing customer's satisfaction. 2012 Thesis NonPeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/15314/11/A%20study%20on%20the%20management%20system%20in%20the%20Healthcare%20sector%20using%20service%20quality%20concept.pdf Ahmad, Othman (2012) A study on the management system in the healthcare sector using service quality concept. Other thesis, Universiti Malaysia Pahang.
institution Universiti Malaysia Pahang
building UMP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Pahang
content_source UMP Institutional Repository
url_provider http://umpir.ump.edu.my/
language English
topic R Medicine (General)
T Technology (General)
spellingShingle R Medicine (General)
T Technology (General)
Ahmad, Othman
A study on the management system in the healthcare sector using service quality concept
description This study was carried out to investigate the factors that effect to service quality in the healthcare sector and to analyze the relationship between the factors of quality service that influences the customer's satisfaction in healthcare sector. This study carried out on hospitals that are selected in Malaysia including government hospitals and private hospitals. A total of 1000 sets of questionnaires were distributed at 20 hospitals that was selected including government hospitals and private hospitals in the following state Terengganu, Pahang, Negeri Sembilan, Perak, Kedah, Federal Territory, Selangor, Johor and Kelantan. For this research, it uses normality test method, descriptive statistics, and reliability test. Besides that this research analysis use analysis factor and also correlation Pearson test to get the relationship. The data was analyzed using SPSS (Statistical Package For Social Science Version 16.0). For the overall, infrastructure, personnel quality, process of clinical care, administrative procedure, safety measures, corporate image, social responsibility and trustworthiness of the hospitals really gives effect on customer satisfaction and also there have strong relationship between factors in influencing customer's satisfaction.
format Thesis
author Ahmad, Othman
author_facet Ahmad, Othman
author_sort Ahmad, Othman
title A study on the management system in the healthcare sector using service quality concept
title_short A study on the management system in the healthcare sector using service quality concept
title_full A study on the management system in the healthcare sector using service quality concept
title_fullStr A study on the management system in the healthcare sector using service quality concept
title_full_unstemmed A study on the management system in the healthcare sector using service quality concept
title_sort study on the management system in the healthcare sector using service quality concept
publishDate 2012
url http://umpir.ump.edu.my/id/eprint/15314/11/A%20study%20on%20the%20management%20system%20in%20the%20Healthcare%20sector%20using%20service%20quality%20concept.pdf
http://umpir.ump.edu.my/id/eprint/15314/
_version_ 1718926240266584064
score 13.211869

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