Measuring service quality towards customer expectation and perception: a study of Klinik Kesihatan Jalan Masjid (Polyclinic Mosque Road) Kuching / Jaredi @ Shamsuddin Hj Lungki

The fast growth in the service sector had highlighted everybody to pull greater attention to the importance of research to determine consumers’ perceptions of service provider. In Malaysia service sector contributed significantly toward economic performance and became one of the determinants that support knowledge-based economy and leading roles in information, communication and technology based industry that request for more reliable and effective services. Therefore research was important to sort service quality where the findings would facilitate the effort to sustain and maintain its course toward one Malaysia. A complexity of multidiscipline, technology, and human resources had provided quality care. So, to serve the public better, quality assurance activities must project positive collaboration between the management and the staff. Therefore, quality control must be constructed as an extra responsibilities incorporated in or added to a process. All employees were responsible to all responsibilities since the production of high quality services enhances the reputation for their organization. In Malaysia, the government still provided hospital care. The government philosophy emphasized prevention and encouraged it citizens to live in healthy lifestyles and be responsible for their own health.