/ y f " C/CC- r" / y
y& £j 1 y ft
T A B L E OF CONTENTS
Declaration Form i Table of Contents ii Acknowledgment v List of Tables vi List of Figure viii
Chapters Pages 1 INTRODUCTION
1.1 Introduction 1 1.2 Problem Statement 2 1.3 Research Objectives 3 1.4 Scope of The Study 3 1.5 Significant of The Study 3 1.6 Definition of Key Terms 4
2 L I T I R E A T U R E REVIEW AND CONCEPTUAL FRAMEWORK
2.1 Literature Review 6 2.2 Conceptual Framework 11
2.2.1 Independent and dependent variables 11 2.2.2 The Meaning of Independent Variables 12
3 R E S E A R C H METHODOLOGY
3.1 Research Design 13 3.2 Unit of Analysis 13 3.3 Sample Size 13 3.4 Sampling Technique 14
3.5 Measurement 14 3.6 Data Collection 15 3.7 Data Analysis 16
4 FINDINGS
4.1 Respondent's Profile 17 4.2 Testing of Assumptions
4.2.1 Reliability Statistics 18 4.2.2 Descriptive Analysis 19 4.2.3 Spearman's Test 40
5 DISCUSSION AND CONCLUSION
5.1 Discussion 44 5.2 Recommendations 45
5.2.1 Facilities 45 5.2.2 Suggestion Box 46
iii
ACKNOWLEDGEMENT
First and foremost, thank to A L L A H S.W.T. because with His blessing we have completely finish this research report.
With the great pleasure, we would like to express our greatest thankful and appreciation to our ADS555, Mr. Tony Paridi Bagang for his kindness, advice, help, guidance and cooperation through the preparation in completing this research report.
Thank you so much and may A L L A H S.W.T. bless you. In addition, we also would like to extend our thanks to the previous researchers, Linghui Jiang et. al. for their questionnaire in the journal of "Consumer Satisfaction with Public Health Care in China". Their research is really helpful for us to complete this study especially in terms of questionnaire, which we cited from their research.
We also would like to proceed our special thanks to our families. We believe that their financial support, prayers and encouragement keep us ahead with our work and future. Furthermore, thanks to group members, friends and respondents that gives such a good cooperation through the preparation of this research.
Finally, thanks again to all party either involved directly or indirectly in completing this research. For those names that we forgot to mention, we appreciate your kindness.
Thank you.
CHAPTER 1
nVTRODUCTrON
1.1 Introduction
Improving citizen health, providing financial protection against health risk and the
most important is improving overall customers' satisfaction towards the health care services are the three main goal that are designed to achieved an effective health systems and it is important to implement all of the goals to improve the overall satisfaction towards the health care services (Hsiao,2003). They agree that the patients satisfaction towards the health care services are depending on many factors which is including the quality of clinical services provided, the availability of medicine, the behavior shown from the doctors, quality of care reforms and health care delivery (Sara N Bleich et.al, 2009). Datuk Seri Dr Chua Soi Lek mentions in the New Straits Times complaints from the customers are also the factors that shows the customer are not satisfied towards the services or perhaps the treatment that given from the nurse or the doctors. Malaysia, at least 75 % of complaints from the public point to the front-liners of the medical institution, and the remain are about the ineffective communication between the doctors and the patient (Star, 2007). Therefore patient's feedback is necessary to identify the problems that need to be resolved in improving the health services that given by the public health care to the customers. It is important because from the feedback it will determine the factors and the solution towards improving the customer's satisfaction of the services provided. This study is based on the customer's satisfaction towards the public health care and the main respondent is focusing the foreigners that are using the
1
