1

STUDENTS SATISFACTION LEVELS TOWARDS SERVICES PROVIDED BY

HEALTH CENTER UNIVERSITI MALAYSIA TERENGGANU (UMT)

Wan Muhamad Amir W Ahmad1, Nor Azlida Aleng

2, Nurfadhlina Abdul Halim

3, Mohd Pouzi

Hamzah4, Norizan Mohamed

5 and Zalila Ali

6

1,2,3,4,5 School of Informatics and Applied Mathematics

Universiti Malaysia Terengganu (UMT) 21030 Terengganu, Malaysia 6School of Mathematics Sciences, Universiti Sains Malaysia (USM)

11800 Minden, Pulau Pinang, Malaysia

Abstract

The purpose of this study is to investigate customer’s satisfaction towards Students Health Center services.

To achieve the objective, we have designed questionnaires and distributed to 318 respondents. We

employed five different methods which are structural equation modelling, Mann-Whitney U Test, Kruskal-

Wallis H, Friedman test and Ordinal Regression. The statistical analyses reveal that service counter,

treatment rooms, pharmacy counter and waiting hall have a relationship with a total score of satisfaction

level of students. Results of Mann Whitney U test 0000384 .p,.Z prove that the score between

male and female is highly significantly different. The mean rank score for male students 87184.M is

higher compared to female 41142.M students. This indicated that males were more satisfied with the

university health center services. According to correlation analysis the result obtained was between

independent variable gender and dependent variable satisfaction level have negative correlation

0002270 .p,.r . This research also investigates the satisfaction level towards health center

services which is based on ethnic factors namely Malay, Chinese and Indian. Results from Kruskal-Wallis

H shows that the three independent groups are not significantly different

050290323162 .p,.df,N . Malay student’s mean rank is 170.32 while Chinese and

Indian students mean ranks are only 148.43 and 155.51 respectively. We conducted the statistical

Friedman Test to determine the differing level of satisfaction among students towards four dependent

variables namely service counter, treatment room, waiting hall and pharmacy counter. Results of Friedman

test showed that the data of four dependent are significantly different 23162 df,N

0006558 .p,. . Service counter mean rank is 3.28 while treatment room, waiting hall and pharmacy

counter mean ranks are only 3. 27, 1.24 and 2.21 respectively. As a conclusion, to maintain a good

performance of the UMT Health Center has to improve the efficiency of existing services as a guarantee for

customers continue to use this service to make the best health center

Keyword : Mann-Whitney U Test, Kruskal-Wallis H, Friedman test and Ordinal Regression.

2

1. Introduction to Health Center and

Services

Based on the World Health Organization

(WHO), health is a point or situation at which an

individual is perfect in terms of well-being

physical, mental and social, and not merely free

of disease or infirmity (official records of the

world health organization, 1948). According to

the dictionary, health is in relation to healthiness,

freshness, good body condition and others. In

this paper, we will discuss all the general

information about health services and the center

of Health of Universiti Malaysia Terengganu

(UMT). A health center is a health care

organization providing patient treatment by

expert staff and equipment. The health center is

usually funded by the public sector, by health

organizations, health insurance companies, or

charities, including direct charitable donations

(Parakoyi, 2001). According to Schneider and

Garrett (2009), today the health center is largely

staffed by professional physicians, surgeons, and

nurses, whereas in the past, this work was

usually performed by the founding religious

orders or by volunteers. In accord with the

original meaning of the word, health center was

originally placed on hospitality. Some patients

go to a health center just for diagnosis, treatment

or therapy and then leave (outpatients) without

staying overnight; while others are admitted and

stay overnight or for several days or weeks or

month (inpatient). Health center usually are

distinguished from other types of medical

facilities by their ability to admit and care for

inpatient while others are often described as

clinics. The best-known type of health center is

the general health center, which is set up to deal

with many kinds of diseases and injuries, and

normally has an emergency department to deal

with immediate and urgent threats to health. The

efficiency of health centers often depends on

their services towards the customer or patient. So

that, health center management must make sure

that the services provided are always perfectly

reaches their customer needs. Service revolution

is a phenomenon that has significant influences

in the management of an organization. Service

management, as the concept of management

theory and practice, has confidently developed in

the manufacturing industry sector at the

beginning of the past century and later became

the field of service quality began to be addressed

(Lagrosen, 2003). In the other word, service

sectors are the sectors which strives the

economic development of the country nowadays.

Sectors based on the service are a key to

organizations in various fields such as banking,

healthcare, hospitality, and telecommunications

(Schneider & Garrett, 2009).

Services of management in both manufacturing

and service organizations have changed the way

organizations accomplish and operate existing

resources. In service, the customer often plays a

role as co-productions, which provides input

directly or indirectly in the form of time, energy,

physically and mentally (Parasuraman, 2002).

Services are not only seen in the depiction of the

service providers, but also based on the

performance of the regulars (Hill, 1995). Studies

of the excellence of services have been growing

briskly by past few decades. Measurement of

service efficiency based on the range of service

industries has been broadly carried out, such as

in the health sector (Ritchie, 2002), tourism

industry (Atilgan et al., 2008), banking (Spathos,

2004; Broderick & Vachira Pornpuk, 2002),

hotels (Kayaman & Arasli, 2007), education

(Hill, 1995), telecommunications (Leisen &

Vance, 2001) and many other activities.

3

A) Universiti Malaysia Terengganu Health

Center and its Service Facilities

The Student Health Unit has been established

with the founding of the University Putra

Malaysia (UPM), a branch in Terengganu on

1996 and known as Terengganu University

College in 2000. This Unit operates with two

nurses who assisted the Locum Medical Officer.

The locum Medical officer only worked for three

hours every day of the academic semester.

Beginning in May 2001, KUT named as

KUSTEM of a fully autonomous University

College. The Student Health Unit is internally

named as the Student Health Center. It is still

operating with the same workforce and placed

under the administration of the Dean of Student

Affairs. In April 2003, a medical officer was

appointed permanently as head of the center.

1.1 Patient Satisfaction

According to Buttle (1996), the service existing

to customers is a key differentiator between

organizations with other organizations. Health

organizations such as clinics or hospitals are

specially created to bump into the needs of the

community in assisting and solving many health

problems. Hereford, the health surveillance

services cannot be equated with another field of

services even core businesses for all of these

facilities are based on services. In the current

health care setting, patient satisfaction is

considered as one of the main indicators to

ascertain their service efficiency. Assessment of

patient satisfaction is a useful parameter to

predict the availability of health care services

(Illana, 2003). Nowadays, the health care sectors

are making continuous efforts to ensure a higher

consumer satisfaction. By doing so, one can

identify the deficiencies in the delivery of health

care services and intervene them to enhance

patient satisfaction. However, it is hard to

identify a single factor that is directly associated

with a low or high level of patient satisfaction. A

variety of factors might be involved in the

patient’s satisfaction process. Some of these are;

patient demographics, health status,

characteristics of the health care provided such

as technical expertise, interest in patient oriented

care and waiting time (Hall and Dornan, 1998).

There are numerous ways to measure the

excellence of the services of the organization.

According to Gronroos (1983), quality of

services is based on the perception and appraisal

of the handler. Consumers will evaluate the level

of existing services based on the ability of

services to meet the requirements of consumers.

In the other words, service quality is an abstract

and elusive nature. This existence of invisible

features, intangibility, heterogeneity and

inseparability of production and consumption

that make it unique and in terms of medicine,

quality is where health services to individual or

population likely improve the health and

consistent with current knowledge professionals

(berry et al., 1985). When we discuss about the

excellence of services, customer fulfillment

should also be observed. Doherty and Wright in

1998 states that an organization without

customer satisfaction may not be cognizant of

the true potential of the services performed. It is

the best indicator to forecast the future of the

organization. Furthermore, the patient’s

satisfaction level is found to directly associate

with the patient expectations (Hall and Dornan,

1998). In this way, one can define patient

satisfaction as the sum of the patient expectation

and perceptions towards the treatment or

pharmaceutical service provided to them. If the

perceived expectations are met, it will result in a

satisfied patient. Otherwise, a poor satisfaction

level can be seen if there is a higher variation in

the expectance against perception rate (Ikegami

and Kawakita, 1987).

4

In the study of customer satisfaction, if the

patient or customer consummation levels are

high, then this will give a positive portrait of the

health organization in being able to comprehend

and provide what is needed by the customer.

Measurement of customer satisfaction is a

technique to determine the effectiveness of the

organization in offering services. The results of

the experiment (Haliza et al., 2003) conducted in

three private clinics in Seremban, found that as a

whole shows that only 19.4% in total of 206

respondents were satisfied with the services

provided by the private clinics. This shows that

more than 80% of the consumers are not

gratified with the service provided. Moreover,

Desatnick (1987) states that service is the new

standard by which customers are measuring an

organization’s performance. Satisfaction is the

difference between how customers expect to be

treated and how they perceive being treated

Davidow and Uttal (1990). Finally, according to

Sanders (1995), if you are in business to serve

customers, act on that belief, and customers will

respond. The key of Sanders’ advice is that if we

treat our customers with the respect and care

they deserve and respond accordingly, we will

always provide services that optimize our efforts

and exceeds their expectations. Some basic

principles and techniques for customer service in

health care have been described. While they may

seem either obvious or superfluous to some, their

absence can, in essence, put us out of business in

today’s competitive, cost-conscious, and

customer-oriented environment. Customer

satisfaction denotes to a service that provides the

requirements, customer demand or desire

(Lebow, 1983). To get information on how to

develop or improve services of the existing

health services, the view of customers is

necessary. Many studies have been done in

Malaysia showed high level of customer

gratification which is about 70% to 80% as the

study in an outpatient clinical Dungun Hospital

(1994), Maternal and Child Health Clinic

(KKIA) Muar, Johor (1995).

Continuing the previous studies (Lebow, 1983)

showed that although the overall satisfaction is

very high, but there is dissatisfaction with certain

aspects of the health care. Study by those of

Wright et al., (2006) at the clinics of primary

health care in the Lembah Klang showed the

following aspects of care has the lowest level of

satisfaction, that is a description of health and

follow-up treatment and waiting time. Study

more about the quality of the results, especially

in terms of changes in health status and changes

in attitudes, knowledge and practices related to

the health of the patient needs to be done. So the

organizations offering services need to focus on

the interest in the services offered to ensure that

all parties gain and achieve aims that have been

set.

2. Materials and Methods

2.1 Study Area

This research was conducted on the campus of

Universiti Malaysia Terengganu, which is

situated on the shores of the South China Sea.

2.1 Sample Size Determination

The target populations were students of

University Malaysia Terengganu. Data from 331

respondents (students) were collected. The

calculation of sample size was performed by

using single proportion formula,

)1(

2

ppz

n

. In this case, the

anticipated population proportion 21.0p ,

5

level of significances )05.0%(5 and absolute

precision %5 .

So the calculation is as follows sample size,

)p(pz

1

2

= )21.01(21.005.0

96.12

= 255 Students

The requirement sample size at the analysis stage is )25.0255(255 = 318 students.

Figure1. Conceptual framework of method in analyzing satisfaction level with UMT Health Centre

6

Section I : Structural Equation Modelling of Students Satisfaction level with UMT Health Centre

services

Figure 2. Conceptual framework of Students Satisfaction level with Universiti Malaysia Terengganu Health

Centre services

Figure 3. Structural Equation Modelling of Students Satisfaction level with Universiti Malaysia

Terengganu Health Centre services

7

Based on the previous research, some literature

background and the corresponding theoretical

perception, we come out one theoretical model

as shown in Figure 2. There are five variables

have been identified and used as shown in the

Figure 2. The structural equation modeling was

used to estimate multiple and dependence

relationships and used to represent the

unobserved concept in this relationship (Hall and

Dornan, 1998). Amos version 8 was used to

measure the model fit. In this case the model

construction based on the suggestion proposed

by Amos. Figure 3 shows the structural equation

for five latent variables namely; student

information, counter service, treatment room,

pharmacy counter and waiting hall are used to

observe the relationships. The first latent variable

consists of eight indicators which are gender,

race, age, education, faculty, field, year and

status. From the model we can see that, there are

four major factors that contributing to the score

of satisfaction level toward health center

services. Under the factor of “counter service”

there are nine items from ten items that

contributed much to this dimension. The Table 1

below summarizes the items from A1 to A10.

Table 1. Service of Counter

Question A1 Hospitality, courteous and prudent

Question A2 Time taken to be treated

Question A3 Management of health records

Question A4 The ability of staff to communicate with patients

Question A5 Staffs all well-dressed and attractive

Question A6 Cleanliness of counter

Question A7 Patient's foyer

Question A8 Staffs are always on duty at the service counter

Question A9 Collaboration of service staff

Question A10 Overall service counter role

Table 2. Service of Counter

No Service Aspects Satisfaction Levels

1 2 3 4 5 6 7 8 9 10

1

Hospitality,

courteous and

prudent

0.9

%

2.2

%

4.4

%

11.9

%

12.9

%

11.3

%

19.2

%

21.1

%

9.1%

6.9%

2 Time taken to be

treated

0.6

%

1.9

%

3.1

%

11.9

%

15.7

%

11.9

%

18.9

%

23.3

%

8.8% 3.8%

3 Management of

health records

0.6

%

2.2

%

4.4

%

9.1% 12.3

%

11.6

%

17.3

%

26.4

%

11.3

%

4.7%

4 The ability of staff

to communicate

with patients

0.3

%

2.2

%

3.5

%

10.4

%

10.4

%

10.7

%

18.6

%

23.6

%

15.1

%

5.3%

8

5 Staffs all well-

dressed and

attractive

0.3

%

1.9

%

3.8

%

8.8% 9.4% 9.7% 16.7

%

23.9

%

17% 8.5%

6 Cleanliness of

counter

0.6

%

0.9

%

2.5

%

7.9% 9.1% 8.5% 20.1

%

23.9

%

16.7

%

9.7%

7 Patient's foyer

0.9

%

1.9

%

1.9

%

8.2% 8.5% 9.8% 15.8

%

27.1

%

17.7

%

8.2%

8 Staffs are always

on duty at the

service counter

0.3

%

2.2

%

3.8

%

7.5% 8.8% 12.6

%

16.7

%

23% 16.7

%

8.5%

9 Collaboration of

service staff

0.3

%

1.9

%

3.8

%

6.3% 8.2% 11.0

%

20.8

%

21.7

%

16% 10.1

%

10 Overall service

counter role

0.3

%

1.6

%

2.2

%

8.2% 8.2% 8.2% 17.3

%

25.8

%

19.5

%

8.8%

Table 2 shows the frequency value of student’s

satisfaction level with service counter of the

UMT Health Centre. The highlighted data

portraits obtained frequency value of each item

in the research. According to the results, students

highly satisfied with patient’s foyer (27.1%),

management of health record (26.4%) and

cleanliness of service counter (23.9%). These

three items indicate that the UMT Health Centre

is very clean, the patient’s foyer is very

comfortable and management of the patient’s

health records areoveryoefficient. Figure 3

shows the structural equation modelling of

students' satisfaction level towards UMT Health

Centre services. Under counter service factor,

there are six items that contribute most of the

service counter. Question A1,

001.0,85.0 p Question A2

0010860 .p,. , Question A3

001.0,87.0 p Question A4

001.0,89.0 p , Question A5

001.0,86.0 p and the last is the

Question A6 001.0,86.0 p .

Table 2. Waiting Room

Question D1 Environments of waiting hall are attractive

Question D2 Cleanliness of health center

Question D3 Comfortable of waiting hall

Question D4 Adequate seating facilities

Question D5 Health centers adhere to existing regulations

Question D6 The overall conditions of waiting hall satisfied

Under the factor of “Waiting Room”, there are

five questions given to the respondents. From

Figure 3 we can see clearly there are five of the

six items have a strong relation to the factor of

“Waiting Room”. Environments of waiting hall

are attractive 0010940 .p,. and

9

Cleanliness of health center

0010960 .p,. were the highest

component that contributed to the score of

satisfaction through the item of “Waiting Room”.

For the “Treatment Room” there ten items tested.

Out of ten, only four item were contributed more

to the service counter. Time taken to be treated

0010900 .p,. , Management of

health records 0010920 .p,. , The

ability of staff to communicate with patients

0010920 .p,. and the item of all

staffs are well-dressed and attractive

0010890 .p,. .

Table 3. Ttreatment Room.

Question B1 Hospitality, courteous and prudent

Question B2 Time taken to be treated

Question B3 Management of health records

Question B4 The ability of staff to communicate with patients

Question B5 All staffs are well-dressed and attractive

Question B6 Cleanliness of counter

Question B7 Patient's foyer

Question B8 Staffs are always on duty at the service counter

Question B9 Collaboration of service staff

Question B10 Overall service counter role

Table 4. Pharmacy Counter.

Question C1 Hospitality, courteous and prudent

Question C2 Staffs all neat and attractive

Question C3 Pharmacists services

Question C4 Time taken to get the medicines

Question C5 Description about the medicines are clear

Question C6 Pharmacies’ environment

Question C7 Effectiveness of medicines

Question C8 Overall Pharmacy counter services

According to the service of “Pharmacy Counter”,

only for items that have a strong relationship

with the score of the pharmacy counter.

Pharmacists' services 0010930 .p,. ,

time taken to get the medicines

0010930 .p,. , description about the

medicines are clear 0010920 .p,.

and pharmacy environment

0010900 .p,.

Section II : satisfaction level between male and

female students.

Mann-Whitney U

10

Table 5. Mean rank

Gender N Mean Rank Sum of Ranks

Satisfaction level with

UMT Health Centre

services

Male 128 184.87 23663.00

Female 190 142.41 27058.00

Total 318

Table 6. Test Statistics

Satisfaction level with UMT Health Centre services

Mann-Whitney U 8913.000

Wilcoxon W 27058.000

Z -4.038

Asymp. Sig. (2-tailed) 0.000

The Mann-Whitney U test used to analyze the

differences of satisfaction level with UMT health

center services between two male and female

students. The values of mean rank determine the

level of male and female student’s gratification

towards UMT health center services. The mean

ranking of male customers is higher than the

female customers indicated that they were more

satisfied with the university health center

services. Male students mean rank is 184.87

while female students mean rank is only 142.41.

Results of Mann Whitney U test showed that the

data of two independent groups are significantly

different at p <0.05. Therefore, 0H is rejected

and 1H is accepted, which stated that the

satisfaction level between male students and

female students has significant differences. The

journal published by Steven on 2006, titled

“Patient Satisfaction of Female and Male Users

of Veterans Health Administration Services”

results also show that's significant differences

between female and male reporting of

satisfaction were found in the unadjusted

analyses with males showing greater levels of

satisfaction than females (p <0.05).

11

Figure 4: Satisfaction level with Universiti Malaysia Terengganu Health Centre services

According to Gender

The box plot graph illustrates the level

contentment of male and female students of

Universiti Malaysia Terengganu with its health

center. Median value (which represents the line

in the box plot) of male students is higher and

shows that they satisfied more than female

students with the UMT health center.

Section II : Satisfaction level between counter service, treatment room service, waiting hall and pharmacy

counter.

Friedman test

Table 7. Mean Rank

Mean Rank

Service of counter 3.28

Service in treatment room 3.27

Comfort of waiting hall 1.24

Service at pharmacy counter 2.21

Table 8. Test Statistics

N 318

Chi-Square 558.566

df 3

Asymp. Sig. 0.000

a. Friedman Test

12

The Friedman test used to analyze the

differences of satisfaction level of students with

UMT health center services between four

dependent variables namely service counter,

treatment room, waiting hall and pharmacy

counter. Table 7 listed the values of mean rank

of gratification towards service counter,

treatment room, waiting hall and pharmacy

counter of the UMT Health Centre. The mean

ranking of the service counter is higher than the

other three aspects, indicated that students were

more satisfied with the service counter of the

University Health Centre. Service counter mean

rank is 3.28 while treatment room, waiting hall

and pharmacy counter mean ranks are only 3.27,

1.24 and 2.21 respectively. Results of Friedman

test showed that the data of four dependent are

significantly different since Chi-Square is more

than the critical value (558.566 > 7.82) at p

<0.05. Since the p< 0.05, we accept 1H , which

state that there is a high sibetween thedifference

betweentin UMT Health Centre of UMT Health

Centre. Due to the results of the Friedman test,

we only can conclude that there is a significant

difference between the four aspects of the UMT

Health Centre, and it does not show which

spouse of aspects causes the result of the

condition. So that, the multiple comparison

among the four aspects done by using the

Wilcoxon T test.

Table 9: Paired comparison analysis

Paired Asymp. Sig. (2-tailed)

Treatment Room - Service counter 0.552

Pharmacy Counter - Service counter 0.000

Waiting Hall - Service counter 0.000

Pharmacy Counter - Treatment room 0.000

Waiting Hall - Treatment room 0.000

Waiting Hall - Pharmacy counter 0.000

Based on the results of the above analysis, the significant difference between five pairs contributed to the

Friedman results which are pharmacy counter and service counter (p <0.05), waiting hall and service

counter (p <0.05), pharmacy counter and treatment room (p <0.05), waiting hall and treatment room (p

<0.05). And waiting hall and pharmacy counter (p <0.05) except treatment room with service counter (p

<0.552).

Section III : Respondents’ level of satisfaction towards race

Table 10: Mean rank

Race N Mean Rank

Satisfaction level towards UMT Health

Center Services

Malay 114 170.32

Chinese 105 148.43

Indians 97 155.51

Total 316

13

Table 11: Test Statistics

Satisfaction level with UMT Health Centre services

Chi-Square 3.290

df 2

Asymp. Sig. 0.193

The Kruskal-Wallis H test used to analysis the

differences of satisfaction level with UMT health

center services between three independent

variables namely Malay’s, Chinese and Indian’s

students. The values of mean rank determine the

level of Malay, Chinese and Indian student’s

gratification towards UMT health center services

is given in the Table 10. The mean ranking of

Malay customers is higher than the other two

race’s customers, indicated that they were more

satisfied with the university health center

services. Malay student’s mean rank is 170.32

while Chinese and Indian students mean ranks

are only 148.43 and 155.51 respectively. Results

of Kruskal-Wallis H test showed that the data of

three independent groups are not significantly

different since Chi-Square is less than the critical

value (3.290 < 5.99) at p < 0.05. Results that

obtained by (Azimatun, Salmiah & Ahamad,

2007; Doherty and Wright, 1998) also proved

that there is a no significant difference between

ethnic origin toward satisfaction level.

Section IV : Ordinal regression toward total

score of satisfaction level.

Table 4.9: Parameter Estimates

Estimate Std. Error Wald df Sig.

Service Counter .147 .014 110.822 1 0.000

Treatment Rooms .137 .014 98.617 1 0.000

Pharmacy Counter .166 .018 86.032 1 0.000

Waiting Hall .168 .020 68.655 1 0.000

In the parameter estimates table we see the

coefficients, their standard errors, the Wald test

and associated p-values. Service counter,

treatment rooms, pharmacy counter and waiting

hall are statistically significant. So for the

counter service, we would say that for a one unit

increase in counter, we expect a 0.15 increase in

the ordered log odds of being at a higher level of

satisfaction, given all of the other variables in the

model are held constant. For treatment room, we

would say that for a one unit increase in

treatment room, we would expect a 0.14 increase

in the log odds of being at a higher level of

satisfaction, given that all of the other variables

in the model are held constant. For the pharmacy

counter, we would say that for a one unit

increase in pharmacy counter, we would expect a

0.17 increase in the log odds of being at a higher

level of satisfaction, given that all of the other

variables in the model are held constant. Besides

14

that, for the waiting hall, we would say that for a

one unit increase in the waiting hall, we would

expect a 0.17 increase in the log odds of being at

a higher level of satisfaction, given that all of the

other variables in the model are held constant.

Conclusion

Customer satisfaction has always been a hot

topic among service operators because the level

of satisfaction can determine the growth of a

business. In this study the purpose was to

measure the students' satisfaction level with the

UMT Health Centre. The respondents were only

from UMT students. There are 318 students were

chosen to ascertain the satisfaction level with the

UMT Health Centre. We had used structural

equation modelling, ordinal regression,

correlation analysis, Mann-Whitney U test,

Kruskal-Wallis H and Friedman test to evaluate

the student’s satisfaction level toward UMT

Health Centre. According to structural equation

modelling, we can say that service counter,

treatment room, pharmacy counter and waiting

hall have a relationship with a total score of

satisfaction level of students. Based on

correlation analysis results, we can conclude that

there is a negative correlation between

independent variable gender and dependent

variable satisfaction level. This shows that,

satisfaction level with the UMT Health Centre

was not influenced by gender of the students.

Results of Mann Whitney u test showed that the

data of two independent groups are significantly

different. The mean ranking of male customers is

higher than the female customers indicated that

males were more satisfied with the university

health center services. Male students mean rank

is 184.87 while female students mean rank is

only 142.41. The Kruskal-Wallis H test used to

analysis the differences of satisfaction level with

UMT health center services between three

independent variables namely Malay’s, Chinese

and Indian’s students. The mean ranking of

Malay customers is higher than the other two

race’s customers, indicated that they were more

satisfied with the university health center

services. Malay student’s mean rank is 170.32

while Chinese and Indian students mean ranks

are only 148.43 and 155.51 respectively. Results

of Kruskal-Wallis H test showed that the data of

three independent groups are not significantly

different. Moreover the Friedman test indicated

that, students were more satisfied with the

service counter of the University Health Centre.

Service counter mean rank is 3.28 while

treatment room, waiting hall and pharmacy

counter mean ranks are only 3. 27, 1.24 and 2.21

respectively.

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2. Berry, L. Zeithmal, V. Dan

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