A study on satisfaction among non-academic employees of Unimas towards the service quality in the outpatients’ clinic at Sarawak General Hospital, Kuching Sarawak/ Aiman Ashraff Abd Rahman

The main purpose of this study was to identified which element of service quality that contribute as the highest toward non-academic employees’ satisfaction at Outpatients’ Clinic in Sarawak General Hospital, Kuching. Besides, this study also wanted to determine the relationship between five elements in service quality which are Tangible, Empathy, Assurance, Responsiveness and Reliability with the non-academic employees’ satisfaction. In this chapter, it reviews the both independent and dependent variable. Elements in service quality was the independent variable of this study and non- academic employees’ satisfaction as dependent variable. This service quality theory was suggested by (Parasuraman, Zeithaml, & Berry, 1988) and for non-academic employees’ satisafaction was established by (Rad, Som, & Zainuddin, 2010), (Latiff & Yunus, 2013), (Izogo & Ogba, 2015) and others. Besides that, this study uses stratified random sampling in order to identify the sample size that consists of employees in Development Department in UNIMAS. Questionnaire was used as the instrument to collect the data which contain three section which are Demographic of respondents (section A), elements of service quality (section B) and Non-academic employees’ satisfaction (section C). the data collected was analysed using SPSS 20.0 Statistical Software.