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Item

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The Effect of Healthcare Service Quality on Patient Satisfaction And Loyalty of Moe Kaung Treasure Hospital (Thein Zaw, 2022)

https://meral.edu.mm/records/8616
a76dbd00-4c81-49cf-a057-606f24bbffbf
6714b486-406b-4e73-98ea-fea4541a2b61
None
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Thein Thein Zaw, MBA, EMBA-II-49.pdf (475 KB)
Publication type
Thesis
Upload type
Other
Title
Title The Effect of Healthcare Service Quality on Patient Satisfaction And Loyalty of Moe Kaung Treasure Hospital (Thein Zaw, 2022)
Language en
Publication date 2022-11-01
Authors
Thein Zaw
Description
The objectives of this study are to elaborate the effect of service quality dimensions on patient satisfaction of Moe Kaung Treasure Hospital and to examine the influence of patient satisfaction on patient loyalty of Moe Kaung Treasure Hospital. The data are collected from 360 patients with structured questionnaires with 5-point Likert scale. In the analysis of service quality, patient satisfaction and patient loyalty, the study focused on six dimensions; physical environment, customer-friendly environment, communication, privacy and safety, responsiveness, and affordability and accessibility. Descriptive statistics and regression analysis are used to analyze the data. The study found that the respondents have high perception in each dimensions of service quality. Among these dimensions, physical environment dimension and affordability and accessibility dimension are significantly influence on patient satisfaction. This analysis also indicates that customer satisfaction has significant effect on customer loyalty to Moe Kaung Treasure Hospital. The study recommends that the management of Moe Kaung Treasure Hospital should have to get patients trust by giving high quality services, showing respect for patients, concern for the health of their patients in order to increase the satisfaction of patients and their loyalty at the hospital.
Thesis/dissertations
Yangon University of Economics
Dr. Than Thu Zar
239
176
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