Service quality assessment of the public central hospitals in Lao P.D.R. | |
| Author | Phokham Phommavong |
| Call Number | AIT RSPR no.SM-06-04 |
| Subject(s) | Public hospitals--Laos Public health--Laos |
| Note | A research study submitted in partial 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 ; no. SM-06-04 |
| Abstract | The reform of Lao public health care system, healthcare providers are being forced to drive up its service quality, while at the same time maintaining and developing health care quality to the acceptable levels are a part of contribution to the national development. By using the SERVQUAL scale and methodology developed by Parasuraman et al. and five broad dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy), this research study aims to examine the overall service quality of three central public hospitals (Mahosot, Mitaphab and Setthathirat) in Lao P.D.R. In order to do so, the methodology is essential that patients' expectation and perception must be properly understood and measured and the gaps in service quality dimension are identified. This information then assists public hospital providers in identifying cost-effective ways of closing service quality gaps and ways of prioritizing in which gaps to focus on a critical decision. Consequently, 800 questionnaires (400 for each type of questionnaire: expectation and perception; 300 for inpatients and 500 for outpatients) were distributed in the three hospitals, of which 260 questionnaires were distributed in Mahosot hospital, 280 questionnaires were distributed in Setthathirath hospital and 260 questionnaires were distributed in Mittaphab hospital. However, only 603 questionnaires (287 are expectation questionnaires, 316 are perception questionnaires; 120 from inpatients and 483 from outpatients) were returned, of which 203 questionnaires from Mahosot hospital, 199 questionnaires from Setthathirath hospital and 201 questionnaires from Mittaphab hospital. The result of the research indicates that the patients' expectation is higher than patients' perception. There are gaps of all SERVQUAL dimensions; the highest gap difference between expectations and perceptions is reliability dimension. This means that the service quality of the hospitals lower than the expectation of their patients. Therefore, it is crucial for hospital providers to take their quality management into consideration |
| Year | 2006 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-06-04 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Paul, Himangshu; |
| Examination Committee(s) | Swierczek, Fredric William;Sununta Siengthai; |
| Scholarship Donor(s) | The JICA Scholarship Program of JICA FEBM/LJ-CENTER Project; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2006 |