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Abstract

The healthcare industries are facing many challenges about patients’
satisfaction and outcomes due to the rivals of competitors which are local and international cooperate investments. In order to keep competitive advantages, it is necessary to assess the relationship between the service quality and customer’s satisfaction. The objective of this study is to assess the service quality dimensions effecting on patients’ satisfaction by means of service gap between patients’ expectation and perception from the patients’ perspective. It is also necessary to understand which service quality dimension mostly impact on patients’ satisfaction. This study was conducted in Thitsar Specialist Center which is located in North Dagon township, Yangon division, Myanmar. The target population is patients visiting Thitsar Specialist Center and data are collected from 200 respondents by using simple random sampling method. The data are analyzed by SPSS program by using descriptive statistics of paired-samples T test, correlation analysis, multilinear regression analysis to detect the degree of impact of service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy on only one dependent variable patients’ satisfaction. The results showed that Thitsar’s customers
are not satisfied in some service quality dimensions because the highest gap scores between customer’s perceived service and expected service are negative for some questionnaires. Although all service dimensions are significantly related with patients’ satisfaction, tangibility and empathy dimension ate the most significant dimensions for patients; satisfaction. This survey result would help Thitsar to improve service quality and customer’s satisfaction, and to build customer’s loyalty and reputation.

Author: LAE LAE HTIKE