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You searched Library Catalogue - Title: Angels's Ashes: a memoir of a childhood
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Call Number (WOU)
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SP CEMBA 2014 8
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Author
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Lim, Chin Wei
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Title
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An empirical study on factors influencing patient satisfaction towards pharmacy service of private hopsital in Malaysia / Lim Chin Wei
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Abstract
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The increasing population in Malaysia and progressive country development has emphasized the need for better healthcare service. Patients are expecting more on the service quality provided by private hospitals. Pharmacy service is considered an important element in the process of healthcare delivery. Therefore, the purpose of this study is to identify the dominant service quality dimensions of pharmacy in private hospital that influenced patient satisfaction. Five service quality dimensions are proposed to study their relationships with patient satisfaction. The research design applies quantitative analysis with cross-sectional approach consisting self-administered questionnaire. A total of 120 respondents with diverse demographic profiles had responded to the study. Four out of five service quality dimensions were dominantly influencing patient satisfaction. The most influential service quality dimension was Medication Supply, followed by Support Care Service, Pharmacy Environment and Attitude and Communication Skill of Pharmacist/Dispenser. In general, the differences in demographic profile portrayed non-significant difference of perception towards satisfaction except the types of occupation. These findings would contribute to service improvements for the pharmacy of private hospitals in Malaysia. This study also served as a model of service quality evaluation in healthcare institution which encourages future researches in other areas of similar field.
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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, 2014
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Community Pharmacy Services
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