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.
Key words: bone scan, expected service quality, perceived service quality, service quality