Home medication delivery service in time of covid-19 at KPJ Johor Specialist Hospital / Rafizah Abdul Rahim, Asma Norlida Musthapar and Nurul Fadhiyah Musthapar

Abdul Rahim, Rafizah and Musthapar, Asma Norlida and Musthapar, Nurul Fadhiyah (2021) Home medication delivery service in time of covid-19 at KPJ Johor Specialist Hospital / Rafizah Abdul Rahim, Asma Norlida Musthapar and Nurul Fadhiyah Musthapar. Masters thesis, Universiti Teknologi Mara Cawangan Johor.


A Pandemic has struck Malaysia and has affected the whole country by limiting the population's movement. The 'Movement Control Order' has changed the healthcare business where hospitals have to limit patients' coming which apparently affects the hospital business. Many surgery cases have to be postponed or delayed as patients are reluctant to come to the hospital. In order to ensure patients do not miss their medications, hospitals have implemented the 'Home Medication Delivery Service' to facilitate patients to top up their medication. However, the investment made by KPJ does not meet the expectation where the number of users is stagnant and inconsistent. From the large investment made, the hospital perceived that the service would be better and improved, the customer complaints decreased and the number of users of the system will also increase. Total population is 333 and total sampling is 175. A survey questionnaire has been distributed to the respondents and processed using SPSS to test the hypothesis that had been developed. Findings revealed that-hypothesis of the factors Doorstep Delivery, Customer Service and Cost effectiveness against Home Medicine Delivery Service were found to be accepted, hypothesis fqr factors of Ease of convenience, Easy Payment Mode and web design, against the Home Medicine
Delivery Services was rejected as perceived by the patients·at KPJ Johor Specialist Hospital during the times of Covid-19 pandemic. in addition to it, the TOWS tool wasused to describe the strategies recommended based on the tested hypothesis of the study.


Item Type: Thesis (Masters)
Email / ID Num.
Abdul Rahim, Rafizah
Musthapar, Asma Norlida
Musthapar, Nurul Fadhiyah
Email / ID Num.
Thesis advisor
T.K. Muthu Koya Thangal, Dr Thahira Bibi
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
R Medicine > RA Public aspects of medicine > Medical centers. Hospitals. Dispensaries. Clinics
Divisions: Universiti Teknologi MARA, Johor > Pasir Gudang Campus > Arshad Ayub Graduate Business School
Programme: Master in Business Administration
Keywords: Home medicine delivery service, Doorstep delivery, Customer service, UiTM Pasir Gudang
Date: July 2021
URI: https://ir.uitm.edu.my/id/eprint/54986
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