臺灣博碩士論文加值系統

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.

ABSTRACT i
Acknowledgments iii
Table of Contents iv
List of Tables vi
List of Figures vii
Chapter 1 Introduction 1
1.1. Research Background 1
1.2 Research Motivation 3
1.3. Research Objective 4
1.4. Research Flow 5
1.5. The Structure of This Research 7
Chapter 2 Literature Review 9
2.1. Theory Base of Service Quality 9
2.1.1. Service and Its Characteristics 9
2.1.2. Definition of Service quality 10
2.1.3. Measuring Service Quality 12
2.1.4. Reliability and Validity 14
2.2. Service Quality in the Health Care Industry 15
2.3. Practice of Hospital Service Quality 17
2.3.1. Planning 17
2.3.2. Execution Sumary 17
2.3.3. Improvement of Hospital Service Quality 18
2.4. Demographic Attributes 19
2.4.1. Maternal Age 20
2.4.2. Maternal Income 20
2.4.3. Maternal Education 21
2.4.4. Maternal Sex 21
2.4.5.Religious Background 21
2.4.6. Hospital Time 22
2.5. Practice of Survey Study 22
2.5.1. Methods 22
2.5.3. Exercise of Questionnaire Survey 24
Chapter 3 Research Design and Methods 25
3.1. The Conceptual Model 26
3.2. Construct Measures and Methodology 26
3.3. Samples and Data Collection 27
3.4. Data Analysis Procedures 28
3.4.1 Descriptive Statistics 29
3.4.2. Validity and Reliability of the Measurement Constructs 29
Chapter 4 Research Analysis and Result 30
4.1. Introduction of Tân Bình Hospital 30
4.1.1. Functions and Tasks: 30
4.1.2. Size and Capacity: 31
4.1.3. Outstanding Achievements: 31
4.2. Characteristics of the Sample 31
4.2.1. Sample Characteristics 31
4.2.2. Respondents Response of Expectation 32
4.2.3. Respondents Reponse of Perception 34
4.3. Reliability and Validity Analysis 35
4.4. Gap between customer expectation and perception 40
4.4.1. Tangibles gap 42
4.4.2. Reliability gap 42
4.4.3. Responsiveness gap 42
4.4.4. Assurance gap 43
4.4.5. Empathy gap 43
Chapter 5 Conclusions and Recommendations 44
5.1. Conclusions 44
5.2. Recommendations 45
5.2.1. Monitoring the Service Quality Regularly 45
5.2.2. Training and Development for Hospital Staff 46
5.2.3. Planning the Facility Investment 46
5.2.4.Promoting Patient Perceptions 46
References 47
Appendix 1 Questionnaire English Version 50
Appendix 2 Questionnaire Vietnamese Version 56

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