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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/2496

Title: A Study on Patients’ Perceptions and Expectations of Service Quality in Tan Binh Hospital in Vietnam
A Study on Patients’ Perceptions and Expectations of Service Quality in Tan Binh Hospital in Vietnam
Authors: 阮氏玄青
Nguyen Thi Huyen Thanh
Contributors: 金融與風險管理系碩士班
Fang Pei Su(Fang Pei Su)
Keywords: SERVQUAL, hospital, patient’ expectations and perceptions, service quality gap scores.
SERVQUAL, hospital, patient’ expectations and perceptions, service quality gap scores.
Date: 2011
Issue Date: 2011-12-01 13:25:45 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: The aim of this paper to assess the service quality of Tân Bình District Hospital, Vietnam, using the SERVQUAL model under the form of sevice quality gap scores analysis.
The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Tân Bình hospital is a public hospital in Vietnam. Established since 2006, the hospital now has four departments and fourteen medical wards with total employees of 230. The bed capacity of the hospital reaches 150 beds with the total patients of 1000 per day. With the introduction of patients came higher expectations of quality and higher demands on the overall services. Service quality were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Vietnamese version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Tân Bình Hospital to test these service quality. It measured patient expectations and perceptions by looking at human aspects of service (tangibles, reliability, responsiveness, assurance and empathy). The SERVQUAL instrument has five dimensions that were measured by 22 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectations from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Customer were first asked to supply some additional demographic information such as age, gender, monthly income, education, religious background and hospital time. They were then asked to rate the hospital service on a 5-point Likert scale ranging from Strongly Agree (5) to Strongly Disagree (1).
The outcome would help the management to have a clear and full picture about the current service quality. And as consequence, recommendations will be provided according to the findings.
The aim of this paper to assess the service quality of Tân Bình District Hospital, Vietnam, using the SERVQUAL model under the form of sevice quality gap scores analysis.
The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Tân Bình hospital is a public hospital in Vietnam. Established since 2006, the hospital now has four departments and fourteen medical wards with total employees of 230. The bed capacity of the hospital reaches 150 beds with the total patients of 1000 per day. With the introduction of patients came higher expectations of quality and higher demands on the overall services. Service quality were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Vietnamese version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Tân Bình Hospital to test these service quality. It measured patient expectations and perceptions by looking at human aspects of service (tangibles, reliability, responsiveness, assurance and empathy). The SERVQUAL instrument has five dimensions that were measured by 22 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectations from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Customer were first asked to supply some additional demographic information such as age, gender, monthly income, education, religious background and hospital time. They were then asked to rate the hospital service on a 5-point Likert scale ranging from Strongly Agree (5) to Strongly Disagree (1).
The outcome would help the management to have a clear and full picture about the current service quality. And as consequence, recommendations will be provided according to the findings.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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