Measuring service quality and customer satisfaction of private health care industry in Kuala Lumpur

• Main Author: Nareshkumar S/O Duraisamy, .
• Format: Undergraduate Final Project Report
• Published: 2011
• Online Access: http://discol.umk.edu.my/id/eprint/5462/
• Institution: Universiti Malaysia Kelantan

Satisfaction of a firm’s customer has been recognized as the dominant factor in a business organization’s success which same goes to the private health care industry. The firm’s must know to attract customer and maximize their satisfaction towards the premise. Many factors that influence in develop customer satisfaction. In this research, the researcher describes the relationship between overall customer satisfaction with SERVQUAL dimensions which are tangibility, assurance, responsiveness, reliability, and empathy. The objective of this research is to analyze private health care industry’s service quality performance from the customer satisfaction using SERVQUAL dimensions. In this research, the researcher uses the data collection from patients or visitors in private health care organizations by distribute the questionnaire to them. The data was examining using correlation to get the result. The findings show that the relationship between the five dimensions and overall customer satisfactions are significant.