Customer satisfaction: Experiences in healthcare sector

• Main Authors: Ahmad, Hartini, Allan, Mahmoud
• Format: Book
• Published: UUM Press 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/12229/; http://uumpress.com.my/
• Institution: Universiti Utara Malaysia

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.