Bookcover of COMPETITIVE ADVANTAGE AND CUSTOMER SATISFACTION IN HEALTH INDUSTRY
Booktitle:

COMPETITIVE ADVANTAGE AND CUSTOMER SATISFACTION IN HEALTH INDUSTRY

A STUDY IN PRIVATE HOSPITALS IN MALAYSIA

LAP LAMBERT Academic Publishing (2010-08-17 )

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ISBN-13:

978-3-8383-8754-3

ISBN-10:
3838387546
EAN:
9783838387543
Book language:
English
Blurb/Shorttext:
Health-care industry as one of the fastest growing industry in Malaysia has to cope with the pressure of demographic changes, aging population, emergence of new technologies and expectation of great quality of service in order to be competitive. As the Malaysian government is promoting medical tourism, the number of private hospitals increase and the competition also hardens. This study is designed to analyze the factors that contribute to the relationship between competitive advantage and customer satisfaction in private hospitals. The outcome of the hypothesis testing explains that service personnel service quality gives great customer satisfaction. Whereas other factors such as cheaper cost, good infrastructure, support personnel service, health program and new medical service doesn''t show any significant relationship between competitive advantage and customer satisfaction in private hospitals. The outcome of this study gives theoretical and practical implications.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
https://www.lap-publishing.com/
By (author) :
Thilagavathi Krishnan, Shankar Chelliah, Jayaraman Munusamy
Number of pages:
144
Published at:
2010-08-17
Stock:
Available
Category:
Management
Price:
59.00 €
Keywords:
Health Care, competitive advantage, Customer Retention

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