The Impact Of Customer Satisfaction On Business Growth For Kpj Penang Specialist Hospital, Malaysia

Abstract

A retrospective study was done to collect data on the rating of services given by patients related to Nurses, Doctors ,House keeping, Facilities and Food for the whole year of 2012 and year 2013. Feedback forms were given to all patients admitted to KPJ Penang and collection was done upon patient’s discharge. Data were later tabulated in term of graphic to compare the rating for year 2012 and 2013. Statistic for inpatients,outpatients, revenue and profit before tax were also collected for year 2012 and year 2013 to see the variance between both years . For year 2012 ,KPJ Penang had recorded 14,571 inpatients , 99,268 outpatients with total revenue of RM 94,819,116 .00. With the increase rating given by customers in term of nursing services (7.5% ), doctors services (8.3%) , facilities (9.4%), food (6.7%) and housekeeping (5.8%) , the statistic and the hospital performances also increased for year 2013. Inpatient increased by 6.9% to 15,576 , outpatients increased by 2.2% to 101,474 and total revenue increased by 9.5% to RM 103,154,577.00 in year 2013. Based on the data collected through customer feedback form in year 2012 and in year 2013 it was found that the rating for year 2013 increased from 5.8% for housekeeping to 9.4% for facilities . In line with this increase the statistic had also increased from 2.2% for outpatients to 6.9% for inpatients. In term of revenue there was an improvement of 9.5% for year 2013. With this data it was clearly shown that when rating of customer sevices provided increased, the revenue also increased.