04593nas a2200469 a 4500 20260818213807.0 070816s2006 th uu|m rtt 0| a1eng d .b12018995 AIT RSPR no.SM-06-04 Phokham Phommavong Service quality assessment of the public central hospitals in Lao P.D.R. Pathum Thani, Thailand : Asian Institute of Technology, 2006 72 leaves : ill. Research studies project report ; no. SM-06-04 A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2006 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 Public hospitals Laos Public health Laos Paul, Himangshu, Chairperson Swierczek, F.W., Examination Committee Sununta Siengthai, Examination Committee The JICA Scholarship Program of JICA FEBM/LJ-CENTER Project, Scholarship Donor Asian Institute of Technology. Research studies project report ; no. SM-06-04 Full-Text http://203.159.5.9/ait-thesis/detail.php?q=B10684 .b12018995 multi u 240905 0 070816 m a u 0 mnait mnait mnarc mnarc mnarc 20 40 Barcode : 30050120661623 CREATED : 2007-08-16 RECORD # : i12535278 LPATRON : 1021252 LCHKIN : 2011-04-02 # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 2 TOT CHKOUT : 4 TOT RENEW : 1 Barcode : 30050120661631 CREATED : 2007-08-16 RECORD # : i1253528x LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 1 TOT CHKOUT : 0 TOT RENEW : 0 Barcode : 30050120377915 CREATED : 2016-05-27 RECORD # : i12999325 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 Barcode : 30050120907778 CREATED : 2020-03-03 RECORD # : i13265222 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 Barcode : 30050121064207 CREATED : 2024-07-05 RECORD # : i13497182 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 106069 106069 0 0 0 0 MAIN MAIN mnait 2026-08-18 50.00 0 AIT RSPR no.SM-06-04 30050120661623 2026-08-18 21:38:07 1 2026-08-18 20 0 0 0 0 MAIN MAIN mnait 2026-08-18 50.00 0 AIT RSPR no.SM-06-04 30050120661631 2026-08-18 21:38:07 2 2026-08-18 20 0 0 0 0 MAIN MAIN mnarc 2026-08-18 0 AIT RSPR no.SM-06-04 30050120377915 2026-08-18 21:38:07 1 2026-08-18 40 0 0 0 0 MAIN MAIN mnarc 2026-08-18 0 AIT RSPR no.SM-06-04 30050120907778 2026-08-18 21:38:07 3 2026-08-18 20 0 0 0 0 MAIN MAIN mnarc 2026-08-18 50.00 0 AIT RSPR no.SM-06-04 30050121064207 2026-08-18 21:38:07 4 2026-08-18 20