| Author | Hnin Wah Wah Sann |
| Call Number | AIT RSPR no.SM-07-20 |
| Subject(s) | Medical care--Customer services--Myanmar
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| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration in International Business |
| Publisher | Asian Institute of Technology |
| Abstract | This research study attempts to explore patient satisfaction as an outcome measure and an indicator of the quality of care provided by hospital services at Asia Royal Cardiac and Medical Care Center. This paper examines and measure quality of service provided by Asia Royal Cardiac Medical Care Centre in Myanmar. This research studied attempts to determine the expectation and perception of patients through the use of SERVQUAL model and there was overall service quality gap between patients' expectations and perceptions. As well as this research study analyzes, overall satisfaction, customer retention and referral intention. Thus, improvements are required across all five dimensions, namely tangibility, reliability, responsiveness, assurance and empathy. Finally, some recommendations were proposed for the hospital to improve according to the gaps between customer expectation and perception of each dimension. |
| Year | 2007 |
| 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) | Zimmermann, Willi |
| Examination Committee(s) | Sununta Siengthai;Singha Chiamsiri; |
| Scholarship Donor(s) | AIT Fellowship |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2007 |