Service quality and customer satisfaction towards three private specialist clinic in Kuching: case study on MBKS employees / Dayang Siti Baizura Awang Idris

Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. Customer satisfaction does have a positive effect on an organization’s profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. This study was conducted to determine Majlis Bandaraya Kuching Selatan employees’ satisfaction against quality services ofthree private specialist clinics in Kuching, Sarawak. Generally all clinics aim at providing the best quality of services to their customers but the service quality may vary between clinics. In order to measure service quality dimensions and customer satisfaction, this research surveyed 200 respondents who are customer of Timberland Specialist Clinic, Normah Specialist Clinic and Kuching Specialist Clinics. The questionnaire was distributed to the respondents at Majlis Bandaraya Kuching Selatan
employees.