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Apparent Assessment, Customer Satisfaction and Behavioral Intentions
towards Hospital Meal Services in Government and Private Hospitals in Alor
Setar, Kedah
Norsyazana Binti Zakaria
Supervisor: Encik Mohamad Rahijan bin Abdul Wahab
Bachelor of Food Science (Food Service and Nutrition)
School of Food Science and Technology
There are two types of hospital in general which are government and private hospital.
This study will help us to understand the hospital meal services in both government and
private hospital and customer satisfaction in Alor Setar, Kedah. Each type differs in their
style of food offering and service system. The customer that experience the meal were
patients, family, visitors and hospital staff. From this, the apparent assessment, customer
satisfaction, and behavioural intentions will be investigate using questionnaire survey with
150 respondents using descriptive and inferential analysis. It is expected that the
variables measured are more favourable towards the private hospital since the service is
more focusing on the individual patients rather than government hospital that only can
provide general attention since the number of patients is greater than the private hospital.
Hence, this study can help hospitals to improve their meal services and image to attract
more customers.
1183 | UMT UNDERGRADUATE RESEARCH DAY