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You searched Library Catalogue - Title: Laws of Malaysia: Employment act and regulations, Act 265
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Call Number (WOU)
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SP CEMBA 2012 24
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Author
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Law, Teik Yeong
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Title
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The study of indicators for service quality in The Health Screening Centre (ABC Specialist Hospital) / Law Teik Yeong
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Abstract
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This paper is aimed to study and identify the Indicators for Service Quality in the Health Screening Centre (ABC Specialist Hospital). The Health Screening Centre is Strategic Business Unit which being setup following the business model of other place. It is a relatively a new service in the Hospital and also a new concept in this region. The manager is managing service quality of the centre is based on best practice and experience. This has triggered the research question on what is the actual service quality indicators that meet the customer needs. There is no proper study on this are in the Health Screening Centre. After reviewing a number of literatures, it was observed that most for the literatures are discussing on the Hospital Services. The Health Screening Centre although as one of the healthcare service, it has its own characteristic. The Theoretical Framework of Joint Commission Accreditation of Healthcare Organization (JCAHO) Dimensions for Healthcare Industries is being used. The Five Empirical Indicators of Service Quality in Health Screening Centre as follow are being proposed and conceptualised: 1) Respect and Caring 2) Accessibility & Appropriateness 3) Efficiency 4) Timeliness & Responsiveness 5) Effectiveness & Continuity This study is using quantitative methods and data is collected via Focus Group and Questionnaire Survey from Internal and External Customers. The compiling results and analysis showed that the Five Indicators are proven meeting the Customer needs and expectation. The recommendations on adapting the Five Indicators into Quality Management of the Health Screening Centre are being discussed.
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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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98 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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Health services -- Malaysia
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