Using ‘Service Excellence’ (SE) – The KPJ Way Program To Improve Customer Satisfaction and Enhancing Business Growth

Abstract

A retrospective study was conducted from January 2010 until December 2010 , before the implementation of SE-The KPJ Way program and from January 2011 until December 2012 after the implementation of the program. Collection of data was done using customer survey forms which were distributed on daily basis to all patients admitted to KPJ Seremban Specialist Hospital. Forms were collected from patients upon discharges. Data collected will be tabulated and for this study only excellent rating was taken for analysis. In May 2012 , a survey was conducted to find out the satisfaction level of employees. Questionnaires were distributed to all employees. However only 257 of employees returned the questionnaires which is 60% of the total staff strength. After tabulation and analysis of the data it was found that 79% of employees were satisfied with their current jobs and only 3% were not satisfied due to various reasons. With the positive outcome of employees satisfaction and the increase excellent rating of customers feedback after the implementation of SE-The KPJ Way program , we can see the positive growth of revenue and PBT for year 2011 and year 2012.Therefore we can conclude that satisfied staff and customers will enhance business growth.