Facilities management service performance in a university health center

• Auteur principal: Ng, Angela Shin Yii
• Format: Thèse
• Langue: anglais
• Publié: 2010
• Sujets: HD28 Management. Industrial Management
• Accès en ligne: http://eprints.utm.my/26738/1/AngelaNgShinMFGHT2010.pdf

Health care service is an important aspect of our lives. Thus, health care centers must meet the needs of communities by providing them with a comprehensive medical service to improve the health status of the entire community. The quality of physical facilities and health care services is important in achieving the functions of a health center. This research is conducted to investigate the services quality performance of UTM health center. Factors affecting customers’satisfaction and perception on services quality were investigated. In addition, the evaluation of health care services were also investigated based on customers’satisfaction level, in which five quality dimensions were used to evaluate the quality of services offered. Thus, a survey on customers’ satisfaction measurement was carried out. A total of 145 sets questionnaires were distributed to the students and staffs of UTM. The data collected were analyzed by using frequency analysis, mean analysis, standard deviation analysis and content analysis. On the whole, the research findings revealed that the health care facilities and services provided by UTM health center meet the satisfaction of respondents under low satisfaction status. It was noted that the service dimension that did not meet respondents’ satisfaction was in the quality of interaction, quality of object and quality of processes. In addition, research findings revealed that the major service quality dimensions that will affect users’service perception are competency and responsiveness of physicians, nurses and other health care staffs. This suggested that health care providers were the most important resources in providing quality health services to meet or surpass customers’needs and perceptions.