The research aims to conduct an assessment on service quality at Bình 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. | TẠP CHÍ PHÁT TRIỂN KH&CN, TẬP 13, SỐ Q1 - 2010 MEASURING SERVICE QUALITY AT BINH PHUOC HOSPITALA DIMENSION-BY-DIMENSION ANALYSIS Ha Nam Khanh Giao(1), Le Anh Phuong(2) (1) International University, VNU-HCM (2) Krohde-Schwarz Company (Manuscript Received on July 22nd, 2009, Manuscript Revised January 29th, 2009) ABSTRACT: 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 Bình 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 Bình 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. Keywords: SERVQUAL, hospital, measuring service quality. 1. INTRODUCTION current service quality meet patients’ expectations. Background During the past five years, the living standard of Vietnamese people has been significantly increasing. Vietnam is considered as emerging economy of Asia Pacific. Service sectors have started to be shaped and grown so fast, in which health care service becomes more and more important. However, it can be seen that the current capability of hospitals does not meet the high demand of patients in Vietnam. Regarding health care service in Vietnam, “service quality” is a relatively new academic phrase. An understanding, and measurement, of service quality has been aware and evaluated by the patient is very crucial and Binh Phuoc General Hospital is based in Dong Xoai town, Binh Phuoc province. Established since 1999, the hospital now has seven departments and twenty medical wards with total employees of 546. The bed capacity of the hospital reaches
