Technology usage, quality management system, and service quality in Thailand.
OBJECTIVE
This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality.


METHODS
The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In-depth interviews were conducted with respondents in Thai hospitals. The interviews explored service-related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals.


RESULTS
The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation.


CONCLUSIONS
The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.
Sivabrovornvatana
Nilubon
N
School of Management, Asian Institute of Technology, Pathumthani, Thailand.
Siengthai
Sununta
S
Krairit
Donyaprueth
D
Paul
Himangshu
H
D020811:Biomedical Technology; D003695:Delivery of Health Care / Q000592:standards*; D006761:Hospitals; D006801:Humans; D007407:Interviews as Topic; D017060:Patient Satisfaction; D013785:Thailand; D017749:Total Quality Management / Q000458:organization & administration*