Technology usage, quality management systems and service quality : a study of Thai hospitals | |
| Author | Nilubon Sivabrovornvatana |
| Call Number | AIT Diss. no.SM-05-05 |
| Subject(s) | Hospitals--Quality control--Thailand Hospitals--Customer services--Thailand Hospitals--Information technology--Thailand |
| Note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy |
| Publisher | Asian Institute of Technology |
| Abstract | The purpose of this study is to examine the impact of technology usage and quality management systems on service quality in Thai hospitals. This study postulates a framework based on an analysis of existing literature in the field and on the empirical evidence collected during fieldwork. The study is conducted in three phases. The first phase involves a qualitative study on both service providers' and customers' perceptions on service quality, and how service quality could be improved through technology. The second phase involves a pilot survey questionnaire study to outline the various measurements constructs for technology usage, quality management system and service quality in Thai hospitals. The author identified two dimensions of technology: diagnostic technology and information technology. The five dimensions of quality management systems identified are leadership, customer focus, information and analysis, education and training and process improvement. The five dimensions of service quality are respect and caring, information, appropriateness, efficiency and value and impression. These service quality dimensions have been found to appropriate in the hospital context. In the third phase, a detailed survey is conducted using the questionnaire developed in the pilot second phase of the study. The results of the first phase qualitative study indicate that technology use did indeed have the potential to improve service quality. The quantitative survey results also indicate that technology usage had a direct impact in improving service quality, so does the quality management system. The interactive impact of technology usage and quality management system also has a positive impact on service quality. This means that hospitals contemplating implementation of advanced diagnostic and information technologies should consider implementation of an adequate quality management system at the same time, if they had not already implemented such a system before. The framework developed in this dissertation serves as a guideline to practitioners in the field of technology, quality management and service quality measurement in hospitals to look at measures in an integrated form (not in isolation), so that hospitals get the full impact (benefit) from their implementation. This framework provides a useful perspective for studying technology usage, quality management systems and service quality in developing countries by understanding the factors relevant in the Thai hospitals systems. However, further research on the latent constructs in technology, quality management system and service quality, their measures including new survey instruments is suggested in order to improve the statistical measurement as well as to ensure its reliability. Other statistical modeling techniques such as structural equations modeling are also worth considering. |
| Year | 2005 |
| Type | Dissertation |
| 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) | Donyaprueth Krairit;Paul, Himangshu; |
| Examination Committee(s) | Sununta Siengthai;Dimmitt, Nicrolas J.;Voratas Kachitvichyanukul;Quaddus, Mohammed Abdul; |
| Scholarship Donor(s) | Sriprathum University, Thailand; |
| Degree | Thesis (Ph.D.) - Asian Institute of Technology, 2005 |