Service Quality Analysis of a Field Hospital during COVID-19 in Thailand

Krittin Silanun; Assadej Vanichchinchai; Detcharat Sumrit

doi:10.1145/3568834.3568862

Service Quality Analysis of a Field Hospital during COVID-19 in Thailand

Rail Logistics and Transportation Systems Academic Group

Mahidol University

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

The objectives of this research are to explore dimensions of service quality and evaluate service quality expectations, perceptions and satisfactions of healthcare workers in a field hospital. Data were collected from 126 medical personnel who were caring for COVID-19 patients. The questionnaire was developed from guidelines for setting up field hospitals in Thailand. Exploratory Factor Analysis (EFA) extracted 7 dimensions, Service quality was analyzed with service gap analysis, Important Performance Analysis (IPA) and Priority nonconformity index (PNCI). The Gap analysis found that overall service quality was satisfactory. Infrastructure was a most satisfied dimension. Social responsibility was a most dissatisfaction. IPA showed logistics with risk management and administrative procedure were strength. The PNCI suggested to transfer resources from infrastructure medical service, occupational health and safety to improve personnel quality and social responsibility.

Original language	English
Title of host publication	2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022
Publisher	Association for Computing Machinery
Pages	223-230
Number of pages	8
ISBN (Electronic)	9781450397582
DOIs	https://doi.org/10.1145/3568834.3568862
Publication status	Published - 27 Sept 2022
Event	8th International Conference on Industrial and Business Engineering, ICIBE 2022 - Virtual, Online, China Duration: 27 Sept 2022 → 29 Sept 2022

Publication series

Name	ACM International Conference Proceeding Series

Conference

Conference	8th International Conference on Industrial and Business Engineering, ICIBE 2022
Country/Territory	China
City	Virtual, Online
Period	27/09/22 → 29/09/22

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 3 Good Health and Well-being

Keywords

COVID-19
field hospital
health care workers
service quality

Access to Document

10.1145/3568834.3568862

Cite this

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title = "Service Quality Analysis of a Field Hospital during COVID-19 in Thailand",

abstract = "The objectives of this research are to explore dimensions of service quality and evaluate service quality expectations, perceptions and satisfactions of healthcare workers in a field hospital. Data were collected from 126 medical personnel who were caring for COVID-19 patients. The questionnaire was developed from guidelines for setting up field hospitals in Thailand. Exploratory Factor Analysis (EFA) extracted 7 dimensions, Service quality was analyzed with service gap analysis, Important Performance Analysis (IPA) and Priority nonconformity index (PNCI). The Gap analysis found that overall service quality was satisfactory. Infrastructure was a most satisfied dimension. Social responsibility was a most dissatisfaction. IPA showed logistics with risk management and administrative procedure were strength. The PNCI suggested to transfer resources from infrastructure medical service, occupational health and safety to improve personnel quality and social responsibility.",

keywords = "COVID-19, field hospital, health care workers, service quality",

author = "Krittin Silanun and Assadej Vanichchinchai and Detcharat Sumrit",

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Silanun, K, Vanichchinchai, A & Sumrit, D 2022, Service Quality Analysis of a Field Hospital during COVID-19 in Thailand. in 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. ACM International Conference Proceeding Series, Association for Computing Machinery, pp. 223-230, 8th International Conference on Industrial and Business Engineering, ICIBE 2022, Virtual, Online, China, 27/09/22. https://doi.org/10.1145/3568834.3568862

Service Quality Analysis of a Field Hospital during COVID-19 in Thailand. / Silanun, Krittin; Vanichchinchai, Assadej ; Sumrit, Detcharat.
2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. Association for Computing Machinery, 2022. p. 223-230 (ACM International Conference Proceeding Series).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Service Quality Analysis of a Field Hospital during COVID-19 in Thailand

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AU - Vanichchinchai, Assadej

AU - Sumrit, Detcharat

PY - 2022/9/27

Y1 - 2022/9/27

N2 - The objectives of this research are to explore dimensions of service quality and evaluate service quality expectations, perceptions and satisfactions of healthcare workers in a field hospital. Data were collected from 126 medical personnel who were caring for COVID-19 patients. The questionnaire was developed from guidelines for setting up field hospitals in Thailand. Exploratory Factor Analysis (EFA) extracted 7 dimensions, Service quality was analyzed with service gap analysis, Important Performance Analysis (IPA) and Priority nonconformity index (PNCI). The Gap analysis found that overall service quality was satisfactory. Infrastructure was a most satisfied dimension. Social responsibility was a most dissatisfaction. IPA showed logistics with risk management and administrative procedure were strength. The PNCI suggested to transfer resources from infrastructure medical service, occupational health and safety to improve personnel quality and social responsibility.

AB - The objectives of this research are to explore dimensions of service quality and evaluate service quality expectations, perceptions and satisfactions of healthcare workers in a field hospital. Data were collected from 126 medical personnel who were caring for COVID-19 patients. The questionnaire was developed from guidelines for setting up field hospitals in Thailand. Exploratory Factor Analysis (EFA) extracted 7 dimensions, Service quality was analyzed with service gap analysis, Important Performance Analysis (IPA) and Priority nonconformity index (PNCI). The Gap analysis found that overall service quality was satisfactory. Infrastructure was a most satisfied dimension. Social responsibility was a most dissatisfaction. IPA showed logistics with risk management and administrative procedure were strength. The PNCI suggested to transfer resources from infrastructure medical service, occupational health and safety to improve personnel quality and social responsibility.

KW - COVID-19

KW - field hospital

KW - health care workers

KW - service quality

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DO - 10.1145/3568834.3568862

M3 - Conference contribution

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ER -

Service Quality Analysis of a Field Hospital during COVID-19 in Thailand

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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Cite this