Customer satisfaction: Experiences in healthcare sector
This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality.It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking,...
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| Main Authors: | , |
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| Format: | Book |
| Published: |
UUM Press
2014
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/12229/ http://uumpress.com.my/ |
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| Institution: | Universiti Utara Malaysia |
| Summary: | This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality.It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors.
Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty. |
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