Service quality in the healthcare sector enhancing customer satisfaction using online service

Roslan, Nur Hidayah (2018) Service quality in the healthcare sector enhancing customer satisfaction using online service. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Nowadays, consumer lifestyles have shifted to favour more convenience-oriented and time-saving options for health occasions, as more and more Malaysians have less time and energy to have a medical consultation at hospital and to get information about their health. Patient satisfaction is one of the most quality dimensions and key success indicators in healthcare industry.Therefore,this paper aims to measure patients’ or users’ satisfaction with access to information and consultation using Portal MyHEALTH among Melaka citizens by using e-SERVQUAL model. Healthcare sector needs to adopt the perceived service quality (SERVQUAL) to enhance customer satisfaction in order to improve healthcare websites performance.The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established through the use of such instruments as SERVQUAL.However,these established service quality dimensions,or similar measures,have not been applied to electronic commerce settings.This finding,E-SERVQUAL more suitable to be used to measure user satisfaction with the online service.E-SERVQUAL is based on the proven conceptual framework of the SERVQUAL instrument and is adjusted for the unique attributes of the electronic commerce.

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