Cover Image

A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation

In today's highly competitive health care environment, many private health care settings are now looking into customer service indicators to learn customers' perceptions and determine whether they are meeting customers' expectations in order to ensure that their customers are satisfie...

Full description

Saved in:
Bibliographic Details
Main Authors: Norazah Mohd Suki, Norbayah Mohd Suki, Chiam, Jennifer Chwee Lian
Format: Article
Language:English
Published: Taylor & Francis Group 2009
Subjects:
HD Industries. Land use. Labor
Online Access:https://eprints.ums.edu.my/id/eprint/18636/1/A%20comparison%20of%20the%20human.pdf
https://eprints.ums.edu.my/id/eprint/18636/
https://doi.org/10.1080/15390940903041567
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.ums.eprints.18636
record_format eprints
spelling my.ums.eprints.186362018-06-07T01:13:25Z https://eprints.ums.edu.my/id/eprint/18636/ A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation Norazah Mohd Suki Norbayah Mohd Suki Chiam, Jennifer Chwee Lian HD Industries. Land use. Labor In today's highly competitive health care environment, many private health care settings are now looking into customer service indicators to learn customers' perceptions and determine whether they are meeting customers' expectations in order to ensure that their customers are satisfied with the services. This research paper aims to investigate whether the human elements were more important than the nonhuman elements in private health care settings. We used the internationally renowned SERVQUAL five-dimension model plus three additional dimensions-courtesy, communication, and understanding of customers of the human element-when evaluating health care services. A total of 191 respondents from three private health care settings in the Klang Valley region of Malaysia were investigated. Descriptive statistics were calculated by the Statistical Package for Social Sciences (SPSS) computer program, version 15. Interestingly, the results suggested that customers nowadays have very high expectations especially when it comes to the treatment they are receiving. Overall, the research indicated that the human elements were more important than the nonhuman element in private health care settings. Hospital management should look further to improve on areas that have been highlighted. Implications for management practice and directions for future research are discussed. Taylor & Francis Group 2009 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/18636/1/A%20comparison%20of%20the%20human.pdf Norazah Mohd Suki and Norbayah Mohd Suki and Chiam, Jennifer Chwee Lian (2009) A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation. Journal of Hospital Marketing & Public Relations, 19 (2). pp. 113-128. ISSN 1539-0942 (Print), 1539-0934 (Online) https://doi.org/10.1080/15390940903041567
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
topic HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Norazah Mohd Suki
Norbayah Mohd Suki
Chiam, Jennifer Chwee Lian
A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
description In today's highly competitive health care environment, many private health care settings are now looking into customer service indicators to learn customers' perceptions and determine whether they are meeting customers' expectations in order to ensure that their customers are satisfied with the services. This research paper aims to investigate whether the human elements were more important than the nonhuman elements in private health care settings. We used the internationally renowned SERVQUAL five-dimension model plus three additional dimensions-courtesy, communication, and understanding of customers of the human element-when evaluating health care services. A total of 191 respondents from three private health care settings in the Klang Valley region of Malaysia were investigated. Descriptive statistics were calculated by the Statistical Package for Social Sciences (SPSS) computer program, version 15. Interestingly, the results suggested that customers nowadays have very high expectations especially when it comes to the treatment they are receiving. Overall, the research indicated that the human elements were more important than the nonhuman element in private health care settings. Hospital management should look further to improve on areas that have been highlighted. Implications for management practice and directions for future research are discussed.
format Article
author Norazah Mohd Suki
Norbayah Mohd Suki
Chiam, Jennifer Chwee Lian
author_facet Norazah Mohd Suki
Norbayah Mohd Suki
Chiam, Jennifer Chwee Lian
author_sort Norazah Mohd Suki
title A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
title_short A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
title_full A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
title_fullStr A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
title_full_unstemmed A Comparison of the Human Elements in Private Healthcare Settings: Customers Perception and Expectation
title_sort comparison of the human elements in private healthcare settings: customers perception and expectation
publisher Taylor & Francis Group
publishDate 2009
url https://eprints.ums.edu.my/id/eprint/18636/1/A%20comparison%20of%20the%20human.pdf
https://eprints.ums.edu.my/id/eprint/18636/
https://doi.org/10.1080/15390940903041567
_version_ 1760229472760496128
score 13.211869

Similar Items