CUSTOMER EXPERIENCE WITH SALAM SENAWANG SPECIALIST HOSPITAL AND RELATIONSHIP WITH CUSTOMER SATISFACTION AND BEHAVIORAL INTENTION

Abstract

“Health care service†is referring to any medical or premedical care or services that are recognized under state law which is including supplies delivered in connection with the care or services. This research was conduct at SALAM Senawang Specialist Hospital which offering a comprehensive range of medical, surgical and consultative services. It is affordable and acceptable to all people in Senawang and its surrounding areas. This is the only one specialist hospital at Senawang area. This research is focus on the experience gained by customer of SALAM Senawang Specialist Hospital whether the customers are satisfied or not with the service and facilities that has been provided. The overall results confirmed that the five factors; customer care services, specialist and doctor services, food and beverages services, admission and discharge services, and facilities and accommodations are the factors of customers experience towards service provided by SALAM Senawang Specialist Hospital. Each of the factors has significant relationship with customer satisfaction, while, for customers satisfaction also the result has significant with behavioral intentions.