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You searched Library Catalogue - Author: Macdonald, Angus J.
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Call Number (WOU)
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SP CEMBA 2012 21
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Author
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Chong, Kiew Mai
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Title
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Relationship between employee satisfaction and service quality : a case study analysis of Columbia Asia Hospital Seremban / Chong Kiew Mai
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Abstract
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The purpose of this study is to investigate the relationship of job satisfaction of nurses and service quality in Columbia Asia Hospital Seremban (CAHS) and factors influencing job satisfaction and service quality of nurses are examined. Six suggested hypotheses were tested on all nurses in CAHS. Overall, proposed hypotheses are supported by data collected. The testing result also showed that there is strong relationship between job satisfaction and service quality in CAHS. Particularly, patient orientation and working condition explained the most variance in job satisfaction and service quality. This study offers some insights for the management of the hospital to look into program to increase the job satisfaction of nurses and hence to bring down the turnover rate and related costs, increase service quality and ultimately the profitability of the organization.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2012
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Physical Description
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88 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Employee motivation -- Malaysia
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