Basir, Muhammad Muhsin and Cheah, Julia Kin Yee and Ramli @ Ab Ghani, Nur Hapizan and Ismail, Nurul Hidayah and Khashim, Siti Zulaika and Iteng, Rosman (2017) Hubungkait di antara prestasi perkhidmatan dan kepuasan pelanggan PKU di UUM. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

This research is to study to investigate the relationship between service performance of PKU UUM and customer satisfaction.A total of 200 respondents were randomly selected.A collection of questionnaires were handed out and with the use of the internet as well.This questionnaire is based on the SERVQUAL instruments.The form contains demographic data, customer satisfaction and the quality of service performance levels in PKU. Data were analyzed using SPSS to create Cronbach Alpha test and Pearson Correlation.Results from the analysis showed a significant correlation between tangible, responsiveness and assurance dimensions with customer satisfaction whereas the relationship between reliability and empathy dimensions with customer satisfaction are not significant.Therefore, the overall results showed a correlation of customer satisfaction is at a small force.It is concerned that the good aspects of all the services provided could be strengthened and the weaknesses could be addressed to improve the services of PKU UUM so as to maintain a good quality service. Lastly, with the opportunity to seek treatment, UUM lecturers and external customers can improve the service performance of PKU UUM in the future.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	customer satisfaction, service performance of PKU UUM, SERVQUAL
Subjects:	R Medicine > RA Public aspects of medicine
Divisions:	School of Technology Management & Logistics
Depositing User:	Dr. Rosman Iteng
Date Deposited:	25 Jul 2017 08:14
Last Modified:	25 Jul 2017 08:14
URI:	https://repo.uum.edu.my/id/eprint/22697

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