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Complaints and compliments assessment in developing service delivery measurement


Norshahrizan Nordin and Wan Norsyafawati W. Muhamad Radzi and Razli Che Razak and Sharmini Abdullah and Mohammad Rezal Hamzah and Ummi Naiemah Saraih and Syed Zulkarnain Syed Idrus (2018) Complaints and compliments assessment in developing service delivery measurement. Management Science Letters, 8 (5). pp. 293-304. ISSN 19239335


Excellent healthcare services delivered to patients would not necessarily entail an excellent patient
service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient
satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction
and satisfaction feedback are able to translate the non-linear attributes for a more accurate
service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced
Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints
to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints
voiced by patients should be taken seriously. As a result, the translation of service satisfaction
and service dissatisfaction based on compliments and complaints from patients in the form
of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of
concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients’ compliments and complaints in a more receptive manner but also corresponded with Kano model.

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Additional Metadata

Item Type: Indexed Article
Collection Type: Institution
Date: 2018
Journal or Publication Title: Management Science Letters
ISSN: 19239335
Uncontrolled Keywords: Complaint; Compliment; Satisfaction; Dissatisfaction; Service Delivery; Kano Mod
Faculty/Centre/Office: Faculty of Entrepreneurship and Business
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