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Published on: August 29, 2025
Technology usage, quality management system, and service quality in Thailand
Nilubon Sivabrovornvatana1, Sununta Siengthai, Donyaprueth Krairit
1School of Management, Asian Institute of Technology, Pathumthani, Thailand.
Summary
Technology and quality management are key to improving Thai hospital service quality. Understanding patient and provider perceptions helps enhance reliability, responsiveness, assurance, empathy, and tangibility for better healthcare experiences.
Area of Science:
- Healthcare Management
- Service Quality Research
- Technology Adoption in Healthcare
Background:
- Hospital service quality is crucial for patient satisfaction and organizational success.
- Understanding diverse stakeholder perceptions (patients and providers) is essential for effective quality improvement.
- The integration of technology in healthcare management is increasingly recognized as a driver of service enhancement.
Purpose of the Study:
- To explore the relationship between technology adoption and quality management practices.
- To enhance Thai hospital service quality through a deeper understanding of its determinants.
- To investigate service quality perceptions from both customer and service provider viewpoints.
Main Methods:
- An exploratory study design was employed.
- In-depth interviews were conducted with patients and healthcare professionals in Thai hospitals.
- Service quality factors were identified through qualitative data analysis, considering both internal and external customer perspectives.
Main Results:
- Key factors contributing to service quality were identified.
- These factors align with the five SERVQUAL dimensions: reliability, responsiveness, assurance, empathy, and tangibility.
- Some identified factors required nuanced interpretation within the SERVQUAL framework.
Conclusions:
- Hospitals can achieve sustainable service quality improvements by developing tailored approaches.
- Data-driven decision-making through structured measurement and knowledge acquisition is vital for quality enhancement.
- Managers are encouraged to leverage these insights for successful service quality initiatives.
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