The Influence of Service Quality and Communication on Patient Satisfaction in Penang Private Healthcare Centers
| dc.contributor.author | Navid Fatehi, Rad | |
| dc.date.accessioned | 2015-11-11T06:48:13Z | |
| dc.date.available | 2015-11-11T06:48:13Z | |
| dc.date.issued | 2009-05 | |
| dc.description.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 | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/1306 | |
| dc.subject | The Influence of Service Quality and Communication | en_US |
| dc.title | The Influence of Service Quality and Communication on Patient Satisfaction in Penang Private Healthcare Centers | en_US |
| dc.type | Thesis | en_US |
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