A study on satisfaction among non-academic employees of unimas towards the service quality in the outpatients’ clinic at Sarawak General Hospital, Kuching Sarawak/ Nurul Diana Abd Aziz

The purpose of this study was to identify which elements of service quality that had an impact towards non-academic employees’ satisfaction at Outpatient Clinic in Sarawak General Hospital and also to determine the relationship between service quality and non-academic employees’ satisfaction. In this chapter, the researcher had focused in detail about the service quality dimensions (independent variable) and non-academic employees’ satisfaction (dependent variable). The SERVQUAL model was established by Parasuraman, Zeithaml, and Berry (1988) and non-academic employees’ satisfaction by several previous researchers such as Rad, Som, and Zainuddin, (2010), Latiff and Yunus, (2013), Izogo and Ogba, (2015) and others.This study had used a stratified sampling method to select the respondents from Development Office that had divided into several units. The sample size for this study was 123 respondents out of 180 populations which had been determined by using Krejcie and Morgan table. The instrument used to get the information from the respondents was a questionnaire and analyzed by using SPSS 20.0 statistical software.Based on the findings, it shows that the element that has the highest level of agreement towards non-academic employees’ satisfaction was assurance thus answering the first five research questions. Meanwhile, the results for the last five research question show that all the elements had a positive significant relationship with non-academic employees’ satisfaction. As a conclusion, most of the respondents agree that assurance dimension shows by the hospital has satisfy them. However, the respondents do not sure whether the rest of dimensions had given a satisfaction to them.