Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia.

Abstract

This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley. SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategic plan with an improved outpatient department services to satisfy customers’ demands. The limitations of this study is that it covers only the outpatient customers and does not cover all the private hospitals in Malaysia.