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Kajian Kepuasan Pelanggan Hospital Kulim 2013

 

 
PENCAPAIAN 2013
 OUTPATIENT  INPATIENT


 

 2/11

1/12

2/12

1/13

2/11

1/12

2/12

1/13

OVERALL SATISFACTION

(Base On Question 18)  

 95.8

 97.1

 92.3

 


 93.9

 92.9

95.8 

 

% PERCEIVED SATISFIED

(Base On Experience Question Q1-Q13)

 91.1

98.4

91.2

 


89.9

89.6

90.4

 

MEETING CUSTOMER EXPECTATION

 % Overall SERVQUAL Score

49.8

72

65


46.8

63.1

68.5


 % Score (DOMAIN)                
 Tangible

 64.2

82.2

 73.9 

 

57.4

69.8

 81.4 

 


 Reliable

 63.6

85.1

 69.9

 


 59.9

71.1

 75.2

 


 Responsive

 60.7

86.7

 82.5

 


 63.7

70.9

 69.8

 


 Assurance

 62.4

68.2

 68.7

 


 63.3

72.7

 74.5

 


 Empathy

 59.1

71.6

 70.3

 


 67.3

73.3

 76.6

 


 Outcome Of Care

 66.7

80.7

 78.3

 


 69.1

73.1

 76.2

 


 Caring

48.4

77.8

 76.9

 


 52

64

 72.1

 


 Team Work

 59.8

72.9

 73.8


 63.7

73.3

 74.5

 


 Profesionalism

 59.1

62

 64.39

 


 52.7

64.7

 68.3



Portal Rasmi Hospital Kulim

https://hkulim.moh.gov.my/modules/mastop_publish/?tac=Kajian_Kepuasan_Pelanggan