2.10 Level Of Measuring Value Service Satisfaction In Hospital Services

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2.10 LEVEL OF CUSTOMER SATISFACTION ON DISABLED FACILITIES PROVIDED IN PRIVATE HOSPITAL
2.10.1 CUSTOMER SATISFACTION
Yang (2003) outlines some methods of measuring device service quality from both the Customer’s perspective and management perspective. SERVQUAL is a model developed by Parasuraman in 1993 based on “gap model” which defines service quality as a function of gap between Customer’s expectation and the actual delivered. This method widely used by scholars and practitioners. The other method to measure service quality is Customer Surveys. This Customer Survey is conducted by questionnaire, telephone or mail. Customer view is also one of the other methods. It involves some interview of focus group and individual customer. The other method is internal audits, which is an exercise by companies, often with numerical measurement to gauge whether the expected performance level really match with the established quality standard. Customer value workshop is also a method of measuring quality
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1996). This is the excitement of service qualities compare to product qualities. Service qualities have four characteristics, which is, heterogeneity, tangibility, inseparability and perishability. Since one of the main goals of health care organization is to meet and exceed customer expectation, improving levels of patient satisfaction is very critical for their long term success. Service quality has been recognized as highly important for satisfying and retaining customers (Spreng et al. 1996; Reichheld and Sasser, 1990). Service organization seeking sustainable competitive advantage should therefore pay more attention to service quality improvement (Jun et al. 1998). Both government and private hospital have to practice a good quality of service. In Malaysia, The Ministry of Health Malaysia (MOH) principally provides public healthcare in

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