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Research paper thumbnail of Patient Satisfaction and Service Quality with Access to 1Malaysia Clinic

Management, 2013

Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment ... more Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment is important because dissatisfaction hint the opportunities for improvement. We evaluated the relationship between satisfaction of patients and service quality with primary care in two 1Malaysia Clin ics in Selangor, Malaysia. A correlational study was carried out using the SERVQUA L questionnaire. Reliability and validity of the SERVQUA L instrument were established. The respondent for this study was 366 patients who visited 1Malaysia Clinics in Go mbak and Rawang, Selangor, Malaysia. The findings indicated that there was a negative, weak, and significant relationship between the two variables (r=-.304, n=366, p<.05). Results of the correlation ind icate that the higher the service quality is associated with lower patient satisfaction.

Research paper thumbnail of Work-Family Conflict and Family-Work Conflict on Worker’s Work Roles Effectiveness in the Call Centre Industry in Klang Valley: A Comprehensive Model

ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL

Call Centre industry has been the most challenging and yet highly stressful environment work plac... more Call Centre industry has been the most challenging and yet highly stressful environment work place. Call Centre are known implementing high target as well as rotating shift pattern that further challenges by causing conflicts on the employee’s focus between work and family. This study will focus on work-family conflict challenges and solutions among employees and organizations in the Malaysia on the Asian context. Is it imperative to find the relationship between work and family with the employee’s Job Role, Career Role, Innovation Role, Team Role, and Organization Role. The research will adopt the quantitative approach using the survey (through a structured questionnaire). Primary data for this research will be collected from original sources through distribution of questionnaires to employees of call centre organizations in Klang Valley. The findings are expected to benefits the employee’s, the human resource professional and the organization itself.

Research paper thumbnail of Patient Satisfaction and Service Quality with Access to 1Malaysia Clinic

Management, 2013

Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment ... more Patient satisfaction is a valid indicator for measurement of service quality. Patients' judgment is important because dissatisfaction hint the opportunities for improvement. We evaluated the relationship between satisfaction of patients and service quality with primary care in two 1Malaysia Clin ics in Selangor, Malaysia. A correlational study was carried out using the SERVQUA L questionnaire. Reliability and validity of the SERVQUA L instrument were established. The respondent for this study was 366 patients who visited 1Malaysia Clinics in Go mbak and Rawang, Selangor, Malaysia. The findings indicated that there was a negative, weak, and significant relationship between the two variables (r=-.304, n=366, p<.05). Results of the correlation ind icate that the higher the service quality is associated with lower patient satisfaction.

Research paper thumbnail of Work-Family Conflict and Family-Work Conflict on Worker’s Work Roles Effectiveness in the Call Centre Industry in Klang Valley: A Comprehensive Model

ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL

Call Centre industry has been the most challenging and yet highly stressful environment work plac... more Call Centre industry has been the most challenging and yet highly stressful environment work place. Call Centre are known implementing high target as well as rotating shift pattern that further challenges by causing conflicts on the employee’s focus between work and family. This study will focus on work-family conflict challenges and solutions among employees and organizations in the Malaysia on the Asian context. Is it imperative to find the relationship between work and family with the employee’s Job Role, Career Role, Innovation Role, Team Role, and Organization Role. The research will adopt the quantitative approach using the survey (through a structured questionnaire). Primary data for this research will be collected from original sources through distribution of questionnaires to employees of call centre organizations in Klang Valley. The findings are expected to benefits the employee’s, the human resource professional and the organization itself.

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