期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2021
卷号：11
期号：8
页码：1185-1194
DOI：10.6007/IJARBSS/v11-i8/10826
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This article aims to give an overview of the importance of customer satisfaction. In the context of the healthcare setting, patient satisfaction remains a useful indicator to measure customer satisfaction. Hence, reflecting the quality of healthcare services. Customer expectation and experience play an important role in determining customer satisfaction. Customer satisfaction is the degree to which the products or services provided by the organisation meet the expectation and how is their experience with the products or services. This article emphasised the relationship between customer expectations and experience with customer satisfaction at outpatient clinic services based on previous literature. The reliability and validity of the research instruments used to measure customer satisfaction in this study are discussed to ensure that the research instrument has high reliability and validity. Thus, proving that measuring patient expectation and the patient experience level is important in determining customer satisfaction at outpatient clinic services. The findings of this study revealed that all variables of this study are of high reliability and validity.
