A COMPARATIVE STUDY OF THE SERVICE QUALITY GAP OF QUARANTINE CENTERS BASED ON PATIENTS’ EXPECTATIONS AND PERCEPTIONS IN YANGON, MYANMAR

Authors

  • Hnin Wutt Yee Hlaing คณะวิทยาลัยนานาชาติ สถาบันการจัดการปัญญาภิวัฒน์
  • Sunida Piriyapada คณะวิทยาลัยนานาชาติ สถาบันการจัดการปัญญาภิวัฒน์

Keywords:

Service Quality, Quarantine Centers, Service Gap, Expectations and Perceptions

Abstract

This study aimed to examine 1) the service quality gap between patients’ expectations and perceptions of quarantine centers in Yangon, Myanmar and 2) to investigate what dimensions of the service are the most influence on the perceived service quality which mainly focused on five service quality dimensions; Tangibles, Reliability, Responsiveness, Assurance, and Empathy then 3) the service gap comparisons between state and facility quarantine centers was also mentioned. The target population of this study was people who have returned from the foreign countries to Myanmar during COVID-19 first wave in 2020. The quantitative research was administered to collect data from 400 valid samples via both online survey form and paper-based questionnaires from those who have experienced with service quality offered by quarantine centers.  

The reliability of this study was checked by using the standard Cronbach’s Alpha values 0.7 and above. The paired t-test was used for data analyzing to test a service gap between expectation and perception of service quality. The results revealed that the perceptions of patients on quarantine centers are surpassed over their expectations. As results, the gap between expectation and perception for both types of quarantine were wholly positive. Both quarantine types also can be concluded that they have board perspectives of what patients expect from the center and how to satisfy them. Assurance was the most important component rated by patients since facility quarantine centers while tangible component was found as the most influence dimension for the state quarantine type. It also found that overall perceived service quality of facility quarantine is more excellent than the state quarantine center. Based on these results, future research might consider enlarging the scope to conduct from different quarantine centers and different geographical regions.

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Published

2022-06-30

How to Cite

Hlaing, H. W. Y., & Piriyapada, S. (2022). A COMPARATIVE STUDY OF THE SERVICE QUALITY GAP OF QUARANTINE CENTERS BASED ON PATIENTS’ EXPECTATIONS AND PERCEPTIONS IN YANGON, MYANMAR. Suthiparithat, 36(2), 62–82. Retrieved from https://so05.tci-thaijo.org/index.php/DPUSuthiparithatJournal/article/view/257829

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Research Articles