Customer satisfaction towards service quality of private hospitals in Cavite / by John Daniel T. Gonzales, Sheila S. Lobos and Louella B. Miranda.

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Indang, Cavite : Cavite State University-Main Campus, 2016.Description: xiii, 79 pages : illustrations ; 28 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
Subject(s): DDC classification:
  • 658.8 G58 2016
Online resources: Production credits:
  • College of Economics, Management, and Development Studies (CEMDS)
Abstract: GONZALES, JOHN DANIEL T.; LOBOS, SHEILA S.; MIRANDA, JANA LOUELLA B.Customer Satisfaction Towards Service Quality of Private Hospitals in Cavite.Undergraduate Thesis. Bachelor of Science in Business Management major in Marketing Management, Cavite State University, Indang, Cavite. April 2016. Adviser Ms. Danikka A. Cubillo. The study was conducted in private hospitals in different municipalities of Cavite from October 2015 to March 2016. The study aimed to determine the customer satisfaction of out-patients towards service quality of private hospitals. Specifically, it aimed to: determine the demographic profile of the out-patients and customers of the private hospitals; determine the services availed by the out-patients of private hospitals; to identify the customer assessment for the level of customer satisfaction towards service quality of private hospitals in Cavite in terms of reliability, responsiveness, assurance, empathy, and -tangibility; identify which dimension of service quality got the highest and lowest level of customer satisfaction and; identify the problems encountered by the customers while rendering services in the private hospitals. The age of the out-patients ranged from 9 to 85 years old. Majority of the out-patients were female with 60 percent and 44 percent were married. Thirty-two percentwere college graduates and 79 participants were unemployed. Most of the participants availed Urinalysis with 32 percent as the laboratory service. The participants were highly satisfied with the quality of service given by the private hospitals in Cavite. Dimension of reliability got a mean of 5.45, responsiveness with 5.75, assurance with 5.76, empathy with 5.42 and tangibility with 5.73. Assurance got the highest level of customer satisfaction while empathy got the lowest. There is no significant relationship between age and educational attainment of the participants in the dimension of reliability, responsiveness, assurance and empathy, while tangibility found that it has a relationship to age and educational attainment of the participants. Moreover, the civil status and the gender of the participants found there is significant relationship in all the dimensions of service quality. And only 13 participants encountered problem while availing laboratory services
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Theses / Manuscripts Theses / Manuscripts Ladislao N. Diwa Memorial Library Theses Section Non-fiction 658.8 G58 2016 (Browse shelf(Opens below)) Link to resource Room use only T-6079 00009856

Thesis (BS Business Management--Marketing Management) Cavite State University

Includes bibliographical references.

College of Economics, Management, and Development Studies (CEMDS)

GONZALES, JOHN DANIEL T.; LOBOS, SHEILA S.; MIRANDA, JANA LOUELLA B.Customer Satisfaction Towards Service Quality of Private Hospitals in Cavite.Undergraduate Thesis. Bachelor of Science in Business Management major in Marketing Management, Cavite State University, Indang, Cavite. April 2016. Adviser Ms. Danikka A. Cubillo.

The study was conducted in private hospitals in different municipalities of Cavite from October 2015 to March 2016. The study aimed to determine the customer satisfaction of out-patients towards service quality of private hospitals. Specifically, it aimed to: determine the demographic profile of the out-patients and customers of the private hospitals; determine the services availed by the out-patients of private hospitals; to identify the customer assessment for the level of customer satisfaction towards service quality of private hospitals in Cavite in terms of reliability, responsiveness, assurance, empathy, and -tangibility; identify which dimension of service quality got the highest and lowest level of customer satisfaction and; identify the problems encountered by the customers while rendering services in the private hospitals. The age of the out-patients ranged from 9 to 85 years old. Majority of the out-patients were female with 60 percent and 44 percent were married. Thirty-two percentwere college graduates and 79 participants were unemployed. Most of the participants availed Urinalysis with 32 percent as the laboratory service.

The participants were highly satisfied with the quality of service given by the private hospitals in Cavite. Dimension of reliability got a mean of 5.45, responsiveness with 5.75, assurance with 5.76, empathy with 5.42 and tangibility with 5.73. Assurance got the highest level of customer satisfaction while empathy got the lowest. There is no significant relationship between age and educational attainment of the participants in the dimension of reliability, responsiveness, assurance and empathy, while tangibility found that it has a relationship to age and educational attainment of the participants. Moreover, the civil status and the gender of the participants found there is significant relationship in all the dimensions of service quality. And only 13 participants encountered problem while availing laboratory services

Submitted to the University Library 08/04/2020 T-6079

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