Ahmad, Hartini and Allan, Mahmoud (2014) Customer satisfaction: Experiences in healthcare sector. UUM Press, Sintok. ISBN 978-967-0474-64-9

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Abstract

This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality.It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.

Item Type:	Book
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Prof. Madya Dr. Hartini Ahmad
Date Deposited:	30 Sep 2014 02:58
Last Modified:	12 Apr 2016 08:55
URI:	https://repo.uum.edu.my/id/eprint/12229

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