AN EVALUATION REPORT ON CUSTOMERS SATISFACTION OF PKU(UNIVERSITY HEALTH CENTRE) SERVICES UNIVERSITI UTARA MALAYSIA

Prepared For:

Madam Norma Binti Saad Group H2 Business Report Writing (SBLE 2063)

Prepared By: 1. Tito Santana 2. Titik Efnita 3. Elvira Binti Evi Basyaruddin 203444 203407 203441

BUSINESS CONSULTANTS

JL. URANG AWAK NO.12, KUALA LUMPUR, MALAYSIA

22 DECEMBER 2011

AN EVALUATION REPORT ON CUSTOMER SATISFACTION OF PKU (UNIVERSITY HEALTH CENTRE) SERVICES, FACILITIES AND ATMOSPHERE UNIVERSITI UTARA MALAYSIA

Prepared For:

Dr. Mohammad Sanuri Rahamad

Director Universiti Utara Malaysia Health Centre

Prepared By: Titik Efnita Tito Santana Elvira Binti Evi Basyarudin

CONSULTANTS

Babagi Consulting Company

22 December 2011

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TABLE OF CONTENT COVER PAGE TITLE PAGE TABLE OF CONTENT EXECUTIVE SUMMARY 1.0 Introduction 1.1 Background 1.2 Problem Statement 1.3 Purpose Statement 1.4 Term of Reference 2.0 Scope 2.1 Service 2.2 Facilities 2.3 Atmosphere 3.0 Methodology 3.1 Primary Method 3.1.1 Questionnaire Survey 3.1.2 Interviews 3.2 Secondary Reseach 3.2.1 Website 3.2.2 Brochure 4.0 Findings 4.1 The customers service 4.2 Facilities 4.3 Atmosphere 5.0 Conclusions 5.1 Consumer satisfaction of PKU the customers service 5.2 Customer satisfaction of the Facilities at PKU 5.2 Consumers satisfaction of the PKUs atmosphere 6.0 Recommendation 7.0 Biliography 8.0 Appendices: 11 12 13 5 5 7 8 10 4 1 2 2 2 3 i ii iii iv

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EXECUTIVE SUMMARY This report examines the evaluation succsess in PKU University Utara Malaysia in improving service quality and customers satisfaction from the PKU. The report looks into the level of customer satisfaction in service, facilities and atmosphere. The data used in this report were collected from questionnairees distributed to 50 people chosen from a different status, ages, nationalities and backgrounds. Data were also collected from secondary reference The findings indicate that the majority of respondents were satisfied with the services offered PKU-UUM. But there are some respondents who said the service from the staff of the average and need to be increased again. Most of the customers are also less satisfied with the service and use of existing technology. It is recommended that PKU-UUM must maintain the quality of service in order to improve client satisfaction, staff should be more friendly to the client. PKU should develop more acilities to make consumers more comfortable when they visit such as increased utilization of existing technology and to maintain good hygiene.

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