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Customer retention: a case study of LPPKN clinics
Item Type: Thesis
Author: 
Sellamuthu, Rajen and
Author: 
Editor: 
Year:  00/00/2011
Abstract:  This is a descriptive study intended to identify the main factors which contribute to the customer retention among the “Clinical Clients” of National Population and Family Development Board or “Lembaga Penduduk dan Pembangunan Keluarga Negara” (LPPKN). The study focused on three variables to check on the level of influence, affect and effect to the process of customer retention. Those variables are service branding, perceived value and service quality. The study was also covered the impact and influence of the demographic element to the service branding, perceived value and service quality in the process of customer retention. Health service sector is getting very important and competitive. This is highly true among the health clinics which are providing reproductive health services. Understanding and fulfilling the customers’ need will contribute to retaining existing customers and reduce the customer switching intentions. Through this research, we were able get some insights of factors and the ranking of importance of these factors in the process of customer retention. For the purpose of this study I have chosen LPPKN Clinics (Semi-Government) in Klang Valley and Seremban. The finding shows there is a positive relationship between perceived value and service quality with customer retention. Nevertheless relationship between service branding and customer retention is not supported for the LPPKN clinical setting. Analysis on the demographic factor showed that, it has a significant influence in regard to service branding, perceived value, service quality and customer retention.
 
 
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Kajian pekerja Indonesia di Bahagian Tawau, Sabah: rumusan dan cadangan hasil kajian
Item Type: Conference or Workshop Item
Author: 
Ismail, Siti Norlasiah and
Author: 
Editor: 
Year:  00/00/2011
Abstract:  There are several factors for the entry of Indonesian workers to Sabah, among them is finding a job, earn a higher income as well as proximity to the country of origin. Recommendations and measures to be taken are to improve the enforcement of existing policies and laws, for example not being allowed to bring family members for unskilled and semi-skilled workers, prompt repatriation for foreign workers staying beyond the period (5 years) and employers bearing the cost of delivery come back. The next step is to curb the entry of illegal workers or immigrants, especially through illegal entrances (border control). Employers need to give priority to locals to work by giving higher wage rates or salaries. The government needs to set a minimum wage in every employment sector and plan workforce requirements updated. The government needs to encourage employers to move to mechanization and automation, especially for the plantation sector to reduce dependence on labor (unskilled and semi -skilled). Lastly, government should provide guidelines for the residence of foreign workers and facilities in the workplace as well as undergo regular monitoring by relevant agencies, and also encourage socialization with local residents. This presentation slide will describe the issues and suggestions that need to be taken as a result of the study of Indonesian workers in the Tawau Division, Sabah.
 
 
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Kajian Penilaian Modul Pendidikan Kesihatan Reproduktif dan Sosial (PKRS) dalam kalangan Pelatih PLKN
Item Type: Research Report
Author: 
Muhammad Sapri, Noor Azlin and
Ahmad, Norliza and
Author: 
Editor: 
Year:  00/00/2011
Abstract:  Adolescents are the future leaders of the country and have a huge influence on the social, economic and political situation of the country. However, with the presence of various social problems that plague teenagers today, it is feared that it will affect their future which in turn is detrimental to the country. The Ministry of Women, Family and Community Development (MWFCD) has taken the initiative by developing the Reproductive and Social Health Education Policy and Action Plan (PKRS) which aims to produce individuals who are knowledgeable and have a positive attitude in the field of reproductive and social health. Under this PKRS program, the National Population and Family Development Board (NPFDB) is one (1) of the agencies that implement the program. In line with the implementation of this policy, the National Service Training Council has agreed with MWFCD's proposal for PKRS to be implemented in PLKN. Following that, NPFDB has implemented one (1) Pre and Post Test Study to trainees to assess the level of knowledge and perception on reproductive and social health before and after the teaching of this PKRS module is conducted. This study also aimed to examine the sexual and reproductive behaviors of trainees. This study was conducted in 2011 in a cross section on PLKN Trainees aged 17 years and above in selected National Service Training Camps in Malaysia using independent random sampling. The total sample required was 1,038 people. The calculation of this sample size is based on an estimated 31,200 PLKN trainees who are required to attend training using Confidence Interval (95%), Margin of Error (1.5%) and Prevalence of Having Sex Out of Wedlock Among Adolescents (6.5%), (Naing L, 2006). Questionnaires were developed according to the needs and objectives of the study. One-third of the questions of this questionnaire were adapted from an international study, namely the Youth Risk Surveillance Survey, 2011 but adapted according to the objectives of the study and the culture of the community in Malaysia. The method of questionnaire administration was self administered. The scope of the questionnaire covers three (3) domains namely demographic information, knowledge and attitudes towards reproductive and social health as well as adolescent sexual behavior. A total of 1,300 pieces of assessment forms (pre and post -test) were distributed during the first teaching session of the module. Of that number, only 1,063 forms were received for analysis. After the initial analysis was conducted, it was found that there were some questions that were not fully answered by the respondents. Therefore, the data analysis will vary according to the number of participants who answered for each section. In total, a total of 1,063 respondents were successfully covered in 13 training camps nationwide. The results of the descriptive analysis showed that the respondents consisted of 57.8% male adolescents and 42.2% female. The majority of respondents were aged between 17 to 19 years (95.6%) with a mean age of around 18 years. Based on the ethnic composition, 66.7% are Malays, 15.3% Chinese, 4.2% Indians and 13.8% are other ethnicities including Sabah and Sarawak Bumiputera. Most respondents have SPM education (95.6%) and are unmarried (99.6%). The overall findings of the study can be summarized that the level of respondents' knowledge on reproductive and sexual health increased significantly (p <0.05) after undergoing the PKRS module with an increase in mean knowledge score of 7.04±2.2 (before undergoing the module) to 9.17±2.1. A total of 71.1% of respondents obtained a score of 9 out of 12 items (75.0%) and above after undergoing the module. There was a significant change in attitudes (p <0.05) on reproductive and social health after undergoing PKRS training. This indirectly shows that this PKRS module seeks to help respondents change their attitudes in a more positive direction. A total of 10.4% of respondents admitted to having had sex. The mean age of having sex for the first time is about 15 years. 45.5 percent of them had sex with more than one partner. Only 2.1 percent admitted to being sexually attracted to the same sex with 18.2% of them admitting to having had same -sex sex.