The Influence of Service Quality and Communication on Patient Satisfaction in Penang Private Healthcare Centers
Loading...
Date
2009-05
Authors
Navid Fatehi, Rad
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
In this research customer satisfaction and service quality have been considered as
important factors for any organizations. However, empirical evidence concerning the
relationship between customer satisfaction and service quality, offered by organizations,
has remained unclear. This research tested a service quality model SERVQUAL to
measure customer satisfaction with the delivery of service. Communication and its
influence on customer satisfaction also evaluated. It must be mentioned that the
American Customer Satisfaction Index was used to measure the overall satisfaction of
customer. Five main dimensions of the service quality model SERVQUAL which were
applied are tangibility, reliability, responsiveness, assurance and empathy and also the
influence of communication on customer satisfaction is were tested during this survey.
The model was applied to the customers who had previous experience from private
hospitals on Penang Island. The purpose of this study was to investigate the factors that
contribute to customer satisfaction in Penang's' private healthcare centers. The study
helps to examine and understand the factors influenced in determining customer
satisfaction.
Usable samples of 200 questionnaires were collected from local staffs who are
working at the University Sains Malaysia. SPSS software (version 16) was used to do
reliability analysis, regression analysis and factor analyses. The findings showed that
there is a significant relationship between contextual factors and customer satisfaction.
The analysis indicated that tangibility and responsiveness of perceived quality don't have
direct relationship with customer satisfaction. Furthermore, this study suggested that
customer satisfaction doesn't depend on completely on service quality and
communication alone. This research also showed that customer satisfaction happens
when perceived service quality and communication exceed customer expectation
Description
Keywords
The Influence of Service Quality and Communication