Consumer Expectations towards Clinic Services.
This research aims to study of Consumer expectation towards clinic services in identifying the important dimensions of quality service that are expected by the consumer towards their clinic services in Kuching area. This paper attempt to determine the expectation through the internationally us...
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| Main Author: | |
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| Format: | Final Year Project Report / IMRAD |
| Language: | en en |
| Published: |
Universiti Malaysia Sarawak, (UNIMAS)
2005
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/48022/1/Anne%20Tay%2024%20pgs.pdf http://ir.unimas.my/id/eprint/48022/2/Anne%20Tay%20ft.pdf http://ir.unimas.my/id/eprint/48022/ |
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| Summary: | This research aims to study of Consumer expectation towards clinic services in
identifying the important dimensions of quality service that are expected by the
consumer towards their clinic services in Kuching area. This paper attempt to determine
the expectation through the internationally used market research technique called
SERVQUAL. It analyzes the five SERVQUAL dimensions; tangibility, reliability,
responsiveness, assurance and empathy which are influence consumers' expectation
towards clinic services. An analysis covering 200 of respondents who have been
experience with clinic services to identify their expectation towards clinic services. The
result of the Pearson Correlation had shown that the five SERVQUAL dimensions
having the positive relationship with the consumer expectation. Thus, the regression
analysis is to determine the relative importance dimension which is expected by the
consumers. Among the SERVQUAL dimensions, reliability as a dominant contributed
to the consumer clinic services expectation. Reliability in services is defined as the
ability to perform the promised service dependably and accurately. It means that the
clinic should perform the service right on the first time and also means that honors all of
its promises. This research found that consumers are expected to have 64.3 percent of
reliability dimension in the clinic services. Customers indicated that their clinic services
most serious shortcoming was lack of reliability. These results seem to indicate that the
most important service quality dimension for consumers is reliability. |
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