The International Journal of Professional Management - ISSN 20422341
The Impact of Service Quality of International Emergency Services (Emergency Department) at Parami General Hospital, Yangon
Volume 15, Issue 5, October 2020
Dr. Myat Noe
MBA (PGSM, ESGCI), M.B.,B.S (University of Medicine 1, Yangon, Myanmar), Dip in EM (Stanford Emergency Medicine International, Palo Alto, California, USA), Cert GA (The Gemmological Association of Great Britain)
Email :myatnoe.leo@gmail.com
William CHUA
PhD (Management) (MMU), MBA (Henley/ Brunel Univ), BSc (Math/Ed) (USM) MMIM, MIIKM, Honorary Fellow (IPMA, UK), Professor and Doctoral Supervisor, IPE Management School, Pole Paris Alternance
Abstract
This study was carried out in 2017 to investigate the impact of service quality to investigate the impact of service quality on the overall satisfaction of patients in the private emergency department, International Emergency Services (IES), Yangon. A questionnaire was used, comprising 17 questions about service quality and four about overall satisfaction. Eighty questionnaires were sent out and the final sample had 72 respondents. Eight questionnaires were unavailable due to errors and non-response. Validity and reliability were confirmed by Smart Partial Least Square (Smart-PLS) version 3. Eight were unavailable due to errors and non-response.
The factors examined were environment quality, process quality, interaction quality, and cost. A strong positive relationship was found for interaction, and weaker positive relationships for the other three factors.
This study indicates the need for transparency in costing and upholding high standards. To improve process quality, they need to reduce waiting times. Interpersonal aspects of the service need to be strengthened with a focus on the communication skills of doctors, nurses and administrative staff.
For private hospitals profit is important, which makes patient satisfaction vital. This paper can be used as a basic guideline to focus on the variables that promote satisfaction.
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