Abstract of Dissertation

Agency : CSSD Services, Customer Satisfaction, Performance of CSSD

Recommendations : The purpose of this study is to identify customer satisfaction on CSSD services and operation, design the process map with main outputs of process and success indicators & measure efficiency of the entire process. In the methodology, Research Hypothesis is formulated in this stage of study. Researcher uses Descriptive or Survey Research Design to describe and explain conditions of the present by using many subjects and questionnaires to fully describe a phenomenon. Survey research design / survey methodology is one of the most popular for dissertation research. Detailed analysis of the questionnaire will be performed and project into various data representing tools. Also, external measurement after the customer feedback is performed in this phase using fishbone analysis, FMEA, PDCA etc. Through a deep analysis of the operation of CSSD during course of the research, it was observed that nearly 60% of the customers receive instrument between 2- 4 hours which shows CSSD department is working efficiently. But, few customers stated it takes more than 6 hours which shows there is a scope of improvement. Nearly 79% of CSSD users are satisfied with the performance of CSSD.