Perception of non-medical support services for Burmese patients in international private hospitals in Bangkok|

Name: Khine, Zar Chi Wint, 1994-

LCSH: Consumer satisfaction -- Burma

LCSH: Medical tourism -- Burma

LCSH: Medical care

Abstract: In the 21st century, medical tourism has emerged as a prosperous industry. Its growth has been fostered by increasing healthcare costs, long waiting lists for nonemergency operations, and a lack of service availability in many developed countries. Therefore, some developing countries in particular have established a variety of strategies to benefit from this profitable market. The prospering global medical tourism market today requires more instructive studies to better understand the importance of customer perception. It is desirable to provide high quality service and fulfill medical tourists' expectations according to the analysis and segmentation, so that customer services can be improved. The purpose of the study was to investigate medical service quality, customer perception, and to examine the validity and reliability of the current non-medical services provided to Burmese medical tourists. It is also determining the dimensions used in judging the hospital services quality; to develop a tool for measuring perceived services for hospitals; and finally, to use the results of the data collected to suggest improving services for Burmese patients. The study was conducted at five famous international private hospitals specialized in medical tourism services which are located in Bangkok, Thailand. Data were collected by means of a SERVQUAL questionnaire to investigate which attributes are more or less important based on Burmese medical tourists' perception criteria. The five SERVQUAL subscales dimensions; tangibility, reliability, responsiveness, assurance, and empathy results found that customers had more satisfaction than perceptions on medical service quality. A total 440 Burmese medical tourists had participated in the questionnaire survey from March to May 2019. The mean scores of non-medical service quality, and perception were very high and indicated a high perception level, as well as they were positively correlated. Findings from data analysis indicate a good fit for gaining a deeper understanding of how Burmese medical tourists evaluate the non-medical services provided by hospitals

Mahidol University. Mahidol University Library and Knowledge Center

Address: NAKHONPATHOM

Email: liwww@mahidol.ac.th

Name: Gozzoli, Roberto Bruno

Role: Thesis Advisors

Name: Veerades Panvisavas

Role: Thesis Advisors

Created: 2020

Modified: 2024-04-25

Issued: 2024-04-25

วิทยานิพนธ์/Thesis

application/pdf

eng

DegreeName: Master of Management

Level: Master's Degree

Descipline: International Hospitality Management

Grantor: Mahidol University

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