MEASURING SERVICE QUALITY AT BINH PHUOC HOSPITAL- A DIMENSION-BY-DIMENSION ANALYSIS | Zendy

Giao Nam Khanh Ha | Zendy; Phuong Anh Le | Zendy

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MEASURING SERVICE QUALITY AT BINH PHUOC HOSPITAL- A DIMENSION-BY-DIMENSION ANALYSIS

Author(s) -

Giao Nam Khanh Ha,

Phuong Anh Le

Publication year - 2010

Publication title -

science and technology development journal

Language(s) - English

Resource type - Journals

ISSN - 1859-0128

DOI - 10.32508/stdj.v13i1.2084

Subject(s) - servqual , dimension (graph theory) , service quality , service (business) , quality (philosophy) , business , nursing , operations management , medicine , marketing , engineering , mathematics , philosophy , epistemology , pure mathematics

Service quality is still a new concept to those working in health care services since it has not been identified as a mandatory factor to increase competitiveness. Although Binh Phước Hospital has implemented a survey on patients' comments, the result has not yet reflected the comprehensive service quality given by the hospital. The research aims to conduct an assessment on service quality at Binh Phước Hospital based on the model of SERVQUAL under the form of dimension-by-dimension analysis. The outcome would help the management to have a clear and full picture about the current service quality. Consequently, recommendations will be provided according to the findings.

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