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

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.