%0 Journal Article
%T Measuring Customer Satisfaction towards Cafeteria Services in Primary Health Care Setting: A Cross-Section Study among Patients and Health Care Providers in Bintulu, Sarawak
%A Kong Jian Pei
%A Azlee Bin Ayub
%J Open Access Library Journal
%V 2
%N 4
%P 1-11
%@ 2333-9721
%D 2015
%I Open Access Library
%R 10.4236/oalib.1101361
%X In Malaysia, the total number of patients accessing primary health care
institution increased from 137,604 in 2008 to 141,593 in 2012. Tremendously large
numbers of patients on primary health care institution have unquestionably raised the
expansion of demand for food service availability and quality on institution. The objective of this study was to determine the levels of satisfaction
(food quality, service quality, ambience, price and portion) among patients and
staffs on the cafeteria facilities in Klinik Kesihatan Bintulu, Sarawak. A
self-reported questionnaire was administered
to 256 subjects at Polyclinic Bintulu from May to August in 2014. The findings
showed that all four attributes turn out to be the dissatisfied attributes
among staffs; in contrast, patients incline towards satisfaction on the
attributes of food, service and ambience quality. Staffs and patients showed
significant difference (p < 0.0) on the satisfaction level towards the three
attributes of food, services and ambience quality. Although both groups dissatisfied
toward the price and portion attributes, the dissatisfaction toward food
service operator among staffs (M = 2.05) was significantly higher (p < 0.0) when
comparing with patients (M = 2.40). Respondents believed that introducing menu
of the day and increasing menu variation were the two supplementary factors
that may increase satisfaction level.
%K Client Satisfaction
%K Primary Health Care
%U http://www.oalib.com/paper/3138127