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Customer Satisfaction toward Service Quality at Pusat Kesihatan
Universiti Malaysia Terengganu
Nur Azwani Mohd Azmi
Supervisor: Dr. Sarina Ismail
Bachelor of Management (Marketing)
School of Business and Maritime Management
The American Marketing Association defines services as an activities, benefits and
satisfactions which are offered for sale or are provided in connection with the sale of
goods. Every customer cares about the quality offered in the service by measuring
customer's satisfaction level, it can help the organization to provide the better service to
their customer and the delivering consistent good service quality than can bring
profitability to the organization. The research related to satisfaction toward health care
in Malaysia is still considered limited although health care sectors is one of the largest
service provider that provide a social service to customer. Thus, the purpose of this study
is to examine customer satisfaction toward service quality at Pusat Kesihatan Universiti
Malaysia Terengganu (PKU). Furthermore, a conceptual framework was proposed in this
study that consists of six factors which is reliability, assurance, tangibility, empathy,
responsiveness and physical environment that influences the level of customer
satisfaction. The main objective for this research is to identify the relations hip between
the six factors with customer satisfaction. In order to archive the objective this study
used quantitative method which is the questionnaire-based survey that distributed to staff
and student Universiti Malaysia Terengganu (UMT). A total of 373 sets of questionnaires
were distributed to the staff and student UMT in order to get more information about
service that provided by PKU. All the collecting data has been analyze using Statistical
Package for Social Science (SPSS).
Keywords: PKU, Service, Quality, Customer Satisfaction
1547 | UMT UNDERGRADUATE RESEARCH DAY 2018