Improving service quality and customer satisfaction in healthcare organizations :|ba case study of a private hospital in Thailand | |
| Author | Aye Aye Cho |
| Call Number | AIT RSPR no.SM-04-25 |
| Subject(s) | Hospitals--Customer services--Thailand Health facilities--Customer services--Thailand |
| Note | A research study submitted in pa1tial fulfillment of the requirements for the degree of Master of Business Administration.School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ;|vno. SM-04-25 |
| Abstract | In the modem, highly competitive world, the key to sustainable competitive advantage lies in delivering high quality service that will, in turn, lead to satisfied customers. Customer satisfaction is considered a prerequisite of customer retention and loyalty, and can help to boost profitability, market share and returr. on investment. The healthcare industry has placed increased emphasis on service quality and satisfaction as hospitals are immersed in a competitive milieu characterized by continuous and intensifying dynamism. As consumers continue to exert their choice over where they receive medical care, healthcare organizations look to excellent customer service as a way to differentiate themselves in the market. This study examines the criticaL attributes that determine the service quality and patient satisfaction using the SERVQUAL scale (Parasuraman et al., 1988). This research also analyzes the sh·ength of influences of services attributes on perceived service quality and satisfaction by assessing regression analysis. Inconsistent with other research findings, this study indicates that empathy is the key dete1minant that patients use to determine serv ice quality, satisfaction and revisit intention to the hospital whereas reliability is another key determinant for service quality. Services areas of the hospital that are necessary to improve in this regard are also discussed. |
| Keyword | Swiss Agency for Development and Cooperation (SDC) |
| Year | 2004 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Quang, Truong |
| Examination Committee(s) | Dimmitt, Nicholas J. ;Sununta Siengthai |
| Degree | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration.School of Management |