Research studies involves a systematic process that focuses on being objective and gathering

a multitude of information for analysis so that the researcher can come to a conclusion about
the topic. This process is used in all research and evaluation projects. If changes are made in
one step of the process, the researcher must review all the other steps to ensure that the
changes are reflected throughout the process.
1. Identifying a research problem: The first step in the process is to identify a problem
and justifying the importance of the research topic. In defining the issues or
problems, the researcher should take into account the purpose of the study, the
relevant background information, what information is needed, and how it will help the
overcome the problem stated.
For this research, the title given is “Incorporating technology to improve service quality and
customer satisfaction in healthcare. A quantitative study in Kuala Lumpur, Malaysia”
The Malaysian public healthcare sector is plagued by the inux of patient admissions,
propagating surplus demand of uneven population-healthcare provider ratio and
perceptions of poor service quality. In addition to long waiting times, emotional burnout,
service orientation of doctors, particularly doctor’s professionalism, the lack of empathy,
poor level of competencies, aggressive pursuit of monetary gains, and their disregard for
patient suffering in medical practice had caused substantial dissatisfaction towards public
healthcare service providers.
As we can see the primary purpose of conducting the research is aimed to explore the
factors affecting patient satisfaction with outpatient medical care in Malaysia and how
incorporating technology would help to improve it.
The researcher needs to justifying its importance about the issue and give a suggestion and
arguing for the need to study it for the audience.

2. Reviewing the Literature: Once the problem has been identified, the researcher must
learn more about the topic. To do this, the researcher must review the literature related
to the research problem. This step provides foundational knowledge about the
problem area. Literature review also educates the researcher about what studies have
been conducted in the past, how these studies were conducted, and the conclusions in
the problem area. Reviewing the literature involves finding summaries, books, journals, and
indexed publications on a subject selectively choosing which research to include in the
review and then summing it up in a written report