1. Introduction

Our IRS research is to determine the quality of customer service offered at Tan Tock Seng Hospital which is subjected to the staff and patients at Tan Tock Seng Hospital.

Hospitals are important as they are an accommodation to treat illness and diseases of a large community of people. Because of that, there is a need of good hospital qualities for hospitals to attain to, in order to fulfil the needs of their patients. The most important quality of a good hospital depends on the customer service of the staff to the patients, in terms of how the staff are knowledgeable enough or how satisfied the patients are to the staff, as well as the well-equipped facilities of the hospital. Our group decided to focus on the customer service as it affects the hospital the most. We also decided to focus on Tan Tock Seng Hospital as it is one of the busiest and most visited hospital in Singapore.

With our research conducted, it will help Tan Tock Seng Hospital improve on the quality of its existing customer service. With that, patients can have greater confidence in its medical services and will feel encouraged to patronise the hospital. This can also help to increase the loyal patients or customers. With the help of our research, we can view the various points of views from the patients or patrons that visit Tan Tock Seng Hospital.