Customer satisfaction towards service quality at the government Hospital

• Main Author: Zulaikha Zulkifli
• Format: Undergraduate Final Project Report
• Published: 2012
• Online Access: http://discol.umk.edu.my/id/eprint/5491/
• Institution: Universiti Malaysia Kelantan

This work presents the results of study completed in the customer satisfaction towards service quality at the government hospital at the Hospital Raja Perempuan Zainab 2. The objective of this study is to assess customer expectation and perception towards service quality at the government hospital in five dimensions and it also used to analyze the gap between customers expectation and perception towards service quality at the government hospitals. There were 100 questionnaires from the Hospital Raja Perempuan Zainab 2 and University Malaysia Kelantan was collected. Through this study customer satisfaction is measured by tangibility, reliability, responsiveness, assurance, and empathy. Based on the result it shows that customer satisfied with the service that provide by the government hospital. In order to test the relationship between customer satisfaction and service quality this study used descriptive and correlation analysis. In the general evaluation by respondents, from the gaps calculated, five dimensions surpassed the customer satisfaction.