| Author | Kotsaythoune Phimmasone |
| Call Number | AIT RSPR no. SM-99-13 |
| Subject(s) | Hospitals--Quality control--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 |
| Abstract | This study evaluates the service quality of five major hospitals in Lao People Democratic
Republic. The objective of the study is to assess and evaluate the service quality provided by
those hospitals and provide recommendations to improve it.
Three questionnaires were prepared after some modifications based on SERVQUAL model.
Respondents were managers, contact-employees and patients/customers. The SERVQUAL
scale was developed based on a marketing perspective. Its purpose was to provide an
instrument for measuring service quality that would apply across a broad range of services with
minor modifications in the scale. There are five dimensions of service quality that are applicable
to service-providing organizations in general. These dimensions are: (1) tangibles-physical
facilities, equipment, and appearance of personnel; (2) reliability-ability to perform the
promised service dependably and accurately; (3) responsiveness-willingness to help customers
and provide prompt service; ( 4) assurance-knowledge and courtesy of employees and their
ability to inspire trust and confidence; and (5) empathy-caring, the individualized attention the
firm provides its customers.
Taking customers' expectation as a benchmark, the importance of each item in the
SERVQUAL model is weighed. It was found that all five gaps are present to varying degrees in
the Lao health care services. It is important for service organization to know how well they are
serving customer so that they can improve and maintain the quality of their services.
Measurement of service quality ultimately provides a sense of where the organization is and
where it is going in terms of market share. The public health in Lao needs to take care of
quality in service within its own organisational framework. This seems to be crucial and
essential for it competitiveness and for better service to it people. One of the service quality
main approaches is focused on satisfying customers' expectation. It is the primary step toward
the quality concept. That is why, hospitals in Laos, even being they are totally owned by
government as main share holder, must know its customers' perception and expectation in
terms of service quality. |
| Year | 1999 |
| 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) | Broustail, F. Joel; Swierzeck, Fredric William; |
| Scholarship Donor(s) | Government of France; |
| Degree | Research studies project report (M.B.A) - Asian Institute of Technology, 1999 |