Study And Analysis Quality Satisfaction In Service Industry (Damansara Specialist Hospital)

Muhammad Fuad, Mohamed Zan (2011) Study And Analysis Quality Satisfaction In Service Industry (Damansara Specialist Hospital). Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

is about the quality satisfaction in service industries, especially in hospital e department or service that focused is at the light injuries and illnesses evertheless, the respondents that being access are only among their which is the internal customers. This is because to get the feedback from external customers can not be done because that is the policy of the hospital. s perception and expectation are two things that are different. The objective arch is to identify the employee's satisfaction about the requirement or ven. Hence, if the employees are satisfied with their working environment, it em to give a good service to the customers. know the level of employee satisfaction based on the requirement provided, ey and questionnaire have to be construct and distributed to them. The the data is being analyzes by using the SPSS software. Based on the data or e conclusion can be made whether the employees are satisfied or not with the ts provided. The tools that used are Kano Method, and Herzberg's Theory. od is used to construct the employee needs and expectations from the t that they get. Herzberg theory is used to understand the employee attitudes tion besides, to determine which factors that caused of their satisfaction or ion in their working life.

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