Patient experience and satisfaction: a study on service quality of Emergency Unit Sibu General Hospital, Sarawak / Caroline Gregory

Service quality and patient expectation and satisfaction play a very vital concept that hospital industry must understand in order to remain aggressive in business and hence grow. It is very vital for hospital industry to know on how to measure these constructs from the consumers’ perspective in order to better understand their needs, fulfill them and hence satisfy them. Service quality is considered very substantial because it leads to higher patient satisfaction,, profitability, diminished cost, patient loyalty and retention. This study concentrates on patient expectation and satisfaction which is a study on the service quality provided by the Emergency Unit of Sibu General Hospital. The objective of this study were to look at the relationship between customer satisfaction and service quality in General Hospital by utilizing Descriptive research and to develop five dimensions of service quality by utilizing service quality instrumentations.