CUSTOMER SATISFACTION OF PUBLIC HOSPITAL TUANKU JA’AFAR IN SEREMBAN

Abstract

The research is a case study that shows and reveal the factors that have influence in the customer satisfaction of public Hospital, in the particular case of Tuanku Ja'afarin hospital in Seremban, and find out whether these factors have really influence in the satisfaction of the customers and patients toward that public hospital. This study positively improves the service quality the author tries to investigates the patient satisfaction Through adopted SERVQUAL Model and questionnaire survey, data of respondents will be collected from the  surroundings of the hospital, and parking since to get access to the data collection inside the hospital is taking a very long procedure and time,  another form of collecting the data will be through an online survey on social media , friends and relatives. Then, these data is analyzed by using SPSS statistical software. Finally, if the result of this research is tangible, assurance and responsiveness for the public hospital have the significant relationship with patient and customer satisfaction of public hospital.