Literature Review

Our research is about the Quality of Customer Service Provided To Patients at Tan Tock Seng Hospital. We can relate our literature review to our research because it gives us a gauge of what type of questions that we would be able to craft and guess what kind of results we would be getting. The literature review will help us by letting us know how we should go about creating questionnaires and it helps gives us a headstart on knowing what kind of results as a hypothesis.

Based on the previous methods of data collection that we have found from our Literature research, we can improve upon the methods of data collection so that we can collect more reliable and accurate data for the research. We will be collecting our data by collecting data from surveys that we use online survey crafting sites to create as well as by interviewing people, giving us a more in-depth data. Doing surveys are easier and faster but the answers will be what it is whereas if we were to do interviews face to face with people, we would be able to understand more and hence it would be of a more accurate and reliable data collected. Both methods are suitable as it both will give us some form of data to be collected. Our surveyees and interviewees are the staff of different rankings and the patients in Tan Tock Seng Hospital.

From the data collected from previous researches relating to our topic, we have conclude that certain results from such researches will give us a gauge of how our date will be collected when we do our research.

This article from Tan Tock Seng Hospital’s website (M.P. & P.C.H., 2011), states about a survey in 2010 regarding the good customer service and feedback the hospitals in Singapore, which includes Tan Tock Seng Hospital. Tan Tock Seng Hospital is ranked the 3rd among other hospitals, such as Alexandra Hospital and Khoo Teck Puat Hospital. The article also states that Tan Tock Seng Hospital was the most improved hospital in 2010, as the overall satisfaction of the patients in the hospital increased to 78% from 70%. This shows that the customer service of the staff to the patients at Tan Tock Seng Hospital has done well as also the number of patients who would recommend the hospital itself increased to 82% from 71%, as stated from the graphical chart.

This forum shows a feedback about a particular person’s experience with Tan Tock Seng Hospital. The forum shows that the patient of a family member from Tan Tock Seng Hospital was not pleased with the overall service being given. The patient was diagnosed with pneumonia, and the treatment given to the patient by the staff of Tan Tock Seng Hospital was terrible. The patient was supposed to be discharged after he has recovered. Instead, the patient was told to discharge before he recovered. However, it may or may not be credible as it is from a forum where everyone is able to voice out their opinions. We cannot conclude the research based on only this opinion because it is only from one person’s point of view, moreover, Tan Tock Seng Hospital is one of the busiest hospitals in Singapore and it also depends on a case by case basis.

This article from Channel News Asia (Z.O., 2010) talks about the lacking amount of medical equipments as well as the quality of customer service in Tan Tock Seng Hospital. It states that despite having a lack of equipments, the hospital staff still does their best in serving the patients. The article also states that the patients in the hospital was pleased with the service. Tan Tock Seng Hospital have received an increase in the number of satisfactory votes by 0.21% since 2008, according to the Customer Satisfaction Index of Singapore.

From such sources and past researches that have been collected, we can create a feasible hypothesis for the results of our project. We also get to gauge on how our results of our research will turn out. From the previous researches and projects relating to our project itself, we created a hypothesis that the results from our project regarding the customer service at Tan Tock Seng Hospital would mostly be positive than negative. This is because the hospital has been receiving positive awards and recognition on their good customer service since 2008 and that there are huge amount of positive feedbacks than negative feedbacks. With knowing what results to expect, we will know if our results would be accurate or feasible.


Melissa Pang (M.P.) & Poon Chian Hui. (P.C.H.) (15 April 2011). Retrieved from

What is TTSH doing? (n.d.). Retrieved from

Zul Othman (Z.O.) (27 January 2010) Retrieved from

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