Service Quality among Clients of Radionuclide Bone Scintigraphy, Siriraj Hospital

Abstract

Bone scan is the most common radionuclide service at Division of Nuclear Medicine, Department of Radiology, Siriraj hospital. This study compared clients’ expectation with perceived service quality. This would provide clients’ perspective in different aspects which could guide service quality improvement to meet the clients’ expactation. This study was a descriptive research: cross-sectional study by using the questionnaire, called SERVQUAL tool. In total 122 patients had been included during May 2010 - February 2011. Data collection was conducted with non-probability sampling by convenience.

Expected service quality scores on tangibles were the highest, followed by reliability, assurance, responsiveness and empathy. On perceived service quality, tangibles showed the highest scores, followed by assurance, responsiveness, reliability and empathy showed the lowest scores. Comparison showed perceived service quality score was significantly higher than expected service quality in all dimensions (p < 0.001). As such, it indicated that clients recieved the excellence of service quality as desired. The weak points showing the lowest scores, should be useful for further improvement of the service. It is suggested that the service quality of all Nuclear Medicine services should be evaluated based on clients’ satisfaction. In addition, an evaluation of the quality on clients service provided by clinicians should also be done to fulfill the client expectation.