A study on measuring patients’ satisfaction using SERVQUAL model in Melaka private hospital

Su, Pei Shin (2019) A study on measuring patients’ satisfaction using SERVQUAL model in Melaka private hospital. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

There are many kinds of sectors or industries in a country. However, healthcare industry is important as it is the driver for the financial development and economic growth. Therefore, the service quality delivered by the healthcare industry particularly in the private hospital should be excellent in order the patients are happy with the service quality, therefore it can help in building customer loyalty and eventually provide profitability to the private hospital. The aim of the research paper is to describe the significant influences in the service quality that affect patients’ satisfaction using SERVQUAL Model in the private hospital. The outcomes of this research paper would be able to represent whether the patients in the private hospital are more concerned to which kind of service quality. In this study, there are five independent variables which are tangibility, empathy, assurance, reliability and responsiveness of the service quality in measuring satisfaction of the patients in the private hospital. Next, secondary data such as literature review also is used in this paper. The proposed research framework is developed after understanding and interpreting the information from the literature review from different perspectives of researchers. Besides, primary data of this research is collected from 150 questionnaires among patients in a private hospital using probability sampling techniques which is the cluster sampling technique through drop and collect questionnaires distribution. The findings of this research should contribute to organization and government to identify the importance of private hospital of Malaysia for economic growth and improvement of the healthcare industry itself.

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