Customer satisfaction of medical service. The case of 115 People hospital
Abstract
This study applies an adapted SERVPERF instrument developed by marketing researchers to assess the level of service provided by 115 People Hospital. The objectives
of the study are:
(1) To determine patients’ perceptions of the current level of service of the hospital along the 5 service dimensions.
(2) To mildly objectively propose solutions for improving the hospital’s level of service if needed.