Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia

Purpose – The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design/methodology/approach – A patient satisfaction study was conducted on an outpatient clinic at the Health Centre of the International Islamic University Malaysia (IIUM). The majority o...

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Main Authors:	Abd. Manaf, Noor Hazilah, Mohd, Dinon, Abdullah, Kalthom
Format:	Article
Language:	English
Published:	Emerald Group Publishing 2010
Subjects:	H Social Sciences (General) HV40 Social service. Social work. Charity organization and practice
Online Access:	http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/1/Satisfaction_among_patients_2010.pdf

id	iium-3356
recordtype	eprints
spelling	iium-33562012-01-05T08:37:23Z http://irep.iium.edu.my/3356/ Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia Abd. Manaf, Noor Hazilah Mohd, Dinon Abdullah, Kalthom H Social Sciences (General) HV40 Social service. Social work. Charity organization and practice Purpose – The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design/methodology/approach – A patient satisfaction study was conducted on an outpatient clinic at the Health Centre of the International Islamic University Malaysia (IIUM). The majority of students at the IIUM comprise undergraduates who are within the age group categorised as Gen Y. Patient satisfaction questionnaire was used as the main method of data collection. The survey was administered to patients over a two-week period during regular semester session. Findings – More than 85 per cent of the respondents are below 25 years of age, reflecting the Gen Y demography. Significant difference is found in the level of satisfaction on the service of doctors between the younger Gen Y undergraduate students and postgraduate students; as well as the Gen Y and the employees. Level of confidence in the clinic is also lower among those of the Gen Y age group, reflecting the higher expectation of service quality. Originality/value – Patient satisfaction is an important measure of the quality of care provided by healthcare organisations.Understanding the needs of a target group of patients can be used for continuous improvement where their specific needs and expectations can be addressed. A study on patient satisfaction among the Gen Y has been rarely explored. The study is an early attempt in filling the void. Keywords Age groups, Patients, Customer satisfaction, Customer services quality, Educational institutions, Malaysia Paper type Research paper Emerald Group Publishing 2010 Article PeerReviewed application/pdf en http://irep.iium.edu.my/3356/1/Satisfaction_among_patients_2010.pdf Abd. Manaf, Noor Hazilah and Mohd, Dinon and Abdullah, Kalthom (2010) Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia. International Journal of Islamic and Middle Eastern Finance and Management, 3 (3). pp. 253-266. ISSN 1753-8394 http://www.emeraldinsight.com/journals.htm?issn=1753-8394&volume=3&issue=3&articleid=1881401&show=abstract 10.1108/17538391011072444
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	H Social Sciences (General) HV40 Social service. Social work. Charity organization and practice
spellingShingle	H Social Sciences (General) HV40 Social service. Social work. Charity organization and practice Abd. Manaf, Noor Hazilah Mohd, Dinon Abdullah, Kalthom Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
description	Purpose – The purpose of this paper is to assess satisfaction of Generation Y (Gen Y) patients in Malaysia. Design/methodology/approach – A patient satisfaction study was conducted on an outpatient clinic at the Health Centre of the International Islamic University Malaysia (IIUM). The majority of students at the IIUM comprise undergraduates who are within the age group categorised as Gen Y. Patient satisfaction questionnaire was used as the main method of data collection. The survey was administered to patients over a two-week period during regular semester session. Findings – More than 85 per cent of the respondents are below 25 years of age, reflecting the Gen Y demography. Significant difference is found in the level of satisfaction on the service of doctors between the younger Gen Y undergraduate students and postgraduate students; as well as the Gen Y and the employees. Level of confidence in the clinic is also lower among those of the Gen Y age group, reflecting the higher expectation of service quality. Originality/value – Patient satisfaction is an important measure of the quality of care provided by healthcare organisations.Understanding the needs of a target group of patients can be used for continuous improvement where their specific needs and expectations can be addressed. A study on patient satisfaction among the Gen Y has been rarely explored. The study is an early attempt in filling the void. Keywords Age groups, Patients, Customer satisfaction, Customer services quality, Educational institutions, Malaysia Paper type Research paper
format	Article
author	Abd. Manaf, Noor Hazilah Mohd, Dinon Abdullah, Kalthom
author_facet	Abd. Manaf, Noor Hazilah Mohd, Dinon Abdullah, Kalthom
author_sort	Abd. Manaf, Noor Hazilah
title	Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
title_short	Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
title_full	Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
title_fullStr	Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
title_full_unstemmed	Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia
title_sort	satisfaction among gen y patients: a case study of students at the international islamic university malaysia
publisher	Emerald Group Publishing
publishDate	2010
url	http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/ http://irep.iium.edu.my/3356/1/Satisfaction_among_patients_2010.pdf
first_indexed	2023-09-18T20:11:09Z
last_indexed	2023-09-18T20:11:09Z
_version_	1777407486777622528

Satisfaction Among Gen Y patients: a case study of students at the International Islamic University Malaysia

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