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

Abd Rahman, Aiman Ashraff (2016) 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. [Student Project] (Unpublished)

Abstract

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.

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Item Type: Student Project
Creators:
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Abd Rahman, Aiman Ashraff
UNSPECIFIED
Subjects: A General Works > Indexes (General)
H Social Sciences > HA Statistics > Theory and method of social science statistics > Data processing. Including SPSS
H Social Sciences > HF Commerce > Personnel management. Employment management > Job satisfaction
R Medicine > RA Public aspects of medicine > Medical centers. Hospitals. Dispensaries. Clinics > Hospitals. Health facilities > Outpatient services
Divisions: Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme: Bachelor of Office Systems and Management (Hons)
Keywords: Satisfaction, Unimas, Service quality, Clinic, Sarawak General Hospital, Kuching Sarawak
Date: July 2016
URI: https://ir.uitm.edu.my/id/eprint/61358
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