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Question 3 After performing the focus group discussion with customers, the management of KPG Healthcare Berhad now have key information about issues surrounding their customer and patient management. However, instead of rushing to identify the root causes and implement improvement, the Chief Consultant from UniKL MITEC suggested to the Medical Director and Chief Nursing Officer that the findings from the focus group discussion have to be validated using larger samples. He further explained that the validation can be done using survey that based on SERVQUAL concept. Guided by the consultants from UniKL, the KPG Healthcare team quickly developed a questionnaire that based on findings from the focus group discussion and SERVQUAL dimension. After a week of distributing the survey, preliminary result was obtained as shown in the tables below. (Note: R=respondents: E = expectations; P = perceptions). Refer Below - Table3 : Survey result 1 out of 2. Tablet : Survey result 2 out of 2. Table 3: Survey result 1 out of 2 3 9 E R1 R2 R3 E 1 5 3 4 R4 . R5 R6 8 32 11 35 52 2 4 53 2 5 52 21 53 2 3 5 4 5 111 UNUN R7 RB 1 P 5 3 2 2 3 3 2 3 4 1 3 3 2 4 1 5 4 3 2 1 R9 2 4 E P E P 21 2 415 34 5 354 55 4 325 25 1 53 1 2 2 2 23 4 3 2 5 22 2 24 3 1 | 44 | 45 5 1 4 4 3 5 2 1 1 4 3 4 1 1 2 4 2 1 34 1 24 1 4 3 51 444 3 55 5 1 13 2 52 5 2 2 5 5 5 1 5 3 2 1 3 1 2 1 1 1 4 2 1 3 1 ITEMS 5 6 7 E P E PE 4 1 2 1 3 5 5 14 3 2 3 41 2 3 1 5 1 2 2 5 4 5 3 1 5 31 43 3 2 5 1 4 3 1 34 22 3 5 24 2 1 2 3 1 4 4 5 5 2 2 2 5 1 3 1 4 5 1 4 2 5 1 1 1 1 1 5 25 3 1 1 4 4 5 5 42 45 2 3 4 2. 5 3 4 1 1 5 2 3 1 4 2 4 5 2 3 1 33 3 3 3 9 10 P E P 4 2 3 2 4 13 5 2 5 5 1 4 3 2 3 4 5 3 2 5 2 1 3 1 2 1 3 3 2 1 2 3 5 4 3 3 3 5 5 2 4 1 1 4 2 3 24 5 3 4 3 51 1 11 5 4 3 4 5 2 4 5 2 2 2 1 11 E P 3 3 1 3 5 2 2 55 2 2 4 12 3 3 3 2 1 1 3 3 5 3 3 2 5 1 3 2 5 5 1 R10 R11 R12 R13 R14 R15 R16 R17 R18 R19 R20 4 3 2 5 5 2 4 4 2 1 55 25 41 11 45 4 1 52 3 1 5 4 TT Table 4: Survey result 2 out of 2 10 le R1 R2 R3 R4 R5 RG R.2 RB R9 RIO RII R12 R13 R14 RIS R16 RIZ RIS R19 R20 ITEMS 12 13 15 16 17 18 19 20 21 22 E P P E P E PE P EP E P E P E P E P E 3 5 12 2 5 5 1 S 4 5 4 1 3 5 2 5 5 43 54 5 5 S 1 2 3 5 52 2 1 1 5 2 2 3 1 S 2 3 1 2 5 2 3 2 4 3 4 4 1 + 5 5 4 1 4 1 4 5 4 2 3 2 5 4 2 3303313 3 2 2 314 33 2 5 2 3 4 3 12 4 4 5 3 13 2 3 2 3 5 1 2 4 3 1 4 3 2 1 2 5 3 2 4 2 2 3 1 4 2 5 2 1 1 1 1 1 4 4 5 4 1 4 4 4 5 2 3 2 343 34 51 5 2 25 4 1 5 555 1 4 4 5 2 1 3 3 4 1 3 3 2 5 4 4 2 3 3 54 4 4 2 1 5 2 3 4 5 2 4 4 2 5 2 3 5 3 1 4 4 3 1 3 2 1 1 2 1 2 1 1 1 1 4 2 2 3 3 3 3 2 1 1 2 2 5 1 3 535 + 2 4 2 52 2 2 2 2 5 3 2 4 1 1 32051 3 3 3 1 5 3 1 2 2 5 5 2 1 4 + 4 4 1 1 4 3 5 3 1 2 5 2 5 2 2 4 1 3 1 3 3 3 4 1 4 4 2 5 3 2 5 3 5 3 3 4 1 4 2 2 3533 4 5 4 2 5 5 2 5 2 2 22 + 2 2 3 2 1 4 5 3 4 3 s 2 2 2 1 1 5 1 5 3 5 1 2 1 33 4 4 2 52 2 2 2 1 53 4 2 4 5 1 4 4 3 22 (a) Generate the item average for all items of expectations and perceptions. Put your answers in two decimal points. (20 marks) (b) Generate the gap score between perception and expectation for all items. Put your answers in two decimal points. (10 marks) (c) Compile the average score for each SERVQUAL dimension (Tangible, Reliability, Responsiveness, Assurance and Empathy). Put your answers in two decimal points. (5 marks) (d) Suggest to KPG Healthcare's top management the improvement priority according to the SERVQUAL dimension. Arrange the dimension from the biggest to the lowest gaps and the associated gap score. (5 marks) ITEMS 1 2 3 4 4 5 6 7 8 9 10 11 P E P P E P E E P E P E P E E P E P P 2 R1 2 N 2 N 2 1 N 4 5 w 3 R2 R3 R4 un 2 R5 R6 3 R7 R8 R9 wife R10 R11 | | | | | | | | | | | | | | | R12 R13 R14 R15 R16 1 1 4 1 4 1 5 3 3 w R17 R18 R19 R20 2 1 2 1 4 2 4 1 ITEMS 13 14 15 17 18 19 20 21 22 12 P 16 P E E E P E E P E P P E 3 5 1 4 5 5 N 5 3 1 4 1 1 M | | | WiN-NAN 3 4 1 1 1 2 4 R11 R12 R13 R14 R15 R16 R17 R18 R19 R20 Lotta 1 5 } 4 3 2 2 2 1 2 1 3 1 5 4 2 2 1 1 4 1