• English
    • ไทย
  • English 
    • English
    • ไทย
  • Login
View Item 
  •   Wisdom Repository Home
  • คณะและวิทยาลัย
  • คณะรัฐประศาสนศาสตร์
  • GSPA: Dissertations
  • View Item
  •   Wisdom Repository Home
  • คณะและวิทยาลัย
  • คณะรัฐประศาสนศาสตร์
  • GSPA: Dissertations
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Browse

All of Wisdom RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsBy Submit DateResource TypesThis CollectionBy Issue DateAuthorsTitlesSubjectsBy Submit DateResource Types

My Account

Login

Hospitality management and its factors : a comparative study of public and private hospitals in Thailand

by Mayuree Yotawut

Title:

Hospitality management and its factors : a comparative study of public and private hospitals in Thailand

Author(s):

Mayuree Yotawut

Advisor:

Chindalak Vadhanasindhu

Degree name:

Doctor of Philosophy

Degree level:

Doctoral

Degree discipline:

Development Administration

Degree department:

คณะรัฐประศาสนศาสตร์

Degree grantor:

National Institute of Development Administration ตร์

Issued date:

2014

Digital Object Identifier (DOI):

10.14457/NIDA.the.2014.18

Publisher:

National Institute of Development Administration

Abstract:

The objectives of this research were to identify the perceived service obtained by customers and to examine the opinion of employees towards hospitality management in both public and private hospitals in Thailand. Based on the objectives of the study, the theoretical linkage between the hospitality factors affecting customer satisfaction, which consist of service, employee behavior, and physical environment, was explored. Moreover, the theoretical linkage between service quality (mediating variable) and employee satisfaction, which consist of organizational leadership, information and analysis, development and involvement of employees, quality service management, and employee satisfaction towards customer satisfaction also was explored. The research methodology was mainly based on quantitative analysis, where Multiple Regression Analysis (MRA) was used for analyzing the impacts of hospitality performance towards on employee satisfaction. The primary data were based on the cross-sectional data collected from the public and private hospitals investigated. As for the public and private hospitals, the unit consisted of 5 departments including out-patient department and in-patient department. The 5 departments represented were medicine, surgery-orthopedics, obstetrics-gynecology, pediatrics, and eye, ear, nose, and throat (EENT). Furthermore, in-depth interviews were carried out with two of the hospital directors with scholars in public and private management. The research findings showed that the highest score on perceived customer satisfaction at Banphaeo Hospital was reliability (provision of service standards) meanwhile assurance (employee-mannered) was the highest score for perceived customer satisfaction at Phyathai 3 Hospital. The results further showed that among the hospitality factors, service, employee behavior, and physical environment had a positive and significant effect on customer satisfaction at both Banphaeo and Phyathai 3 Hospitals. When including the control variables (gender, age, educational level, income level, and marital status), employee behavior, had a greater effect on customer satisfaction at Banphaeo Hospital, meanwhile, at Phyathai 3 Hospital, service had a greater effect on customer satisfaction. Further results showed that among the hospitality management factors, organizational leadership, information and analysis, quality service management, and the development and involvement of employees had a positive and significant effect on employee satisfaction at both Banphaeo and Phyathai 3 Hospitals. When including the control variables (gender, age, educational level , and experience), the development and involvement of employees had a greater effect on employee satisfaction at both Banphaeo and Phyathai 3 Hospitals. In summary, based on the research findings both of customer and employee satisfaction almost emphasized on employee behavior and development and involvement of employees. In addition, according to the in-depth interview, the hospital directors at both Banphaeo and Phyathai 3 Hospitals had the same opinions regarding the supplemental results. Consequently, improving the caliber and quality of the healthcare workforce in order to achieve hospitality service quality to fulfill the needs and expectations of customers and employees in the future.

Description:

Dissertation (Ph.D. (Development Administration))--National Institute of Development Administration, 2014

Keyword(s):

Private hospitals
Public hospitals
Hospitality management

Resource type:

Dissertation

Extent:

201 leaves

Type:

Text

File type:

application/pdf

Language:

eng

Rights:

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

URI:

http://repository.nida.ac.th/handle/662723737/3106
Show full item record

Files in this item (CONTENT)

Thumbnail
View
  • b185288.pdf ( 2,273.64 KB )

ทรัพยากรสารสนเทศทั้งหมดในคลังปัญญา ใช้เพื่อประโยชน์ทางการเรียนการสอนและการค้นคว้าเท่านั้น และต้องมีการอ้างอิงแหล่งที่มาทุกครั้งที่นำไปใช้ ห้ามดัดแปลงเนื้อหา และทำสำเนาต่อ รวมถึงไม่ให้อนุญาตนำไปใช้ประโยชน์เพื่อการค้า ไม่ว่ากรณีใด ๆ ทั้งสิ้น



This item appears in the following Collection(s)

  • GSPA: Dissertations [409]

Related items

Showing items related by title, author, creator and subject.

  • Thumbnail

    Hospital charge policy : a case study in Thailand regional hospitals 

    Jarurat Yanggratoke; Vinit Songpratoom, advisor (National Institute of Development Administration, 2001)
  • Thumbnail

    Effects of leadership behaviors and organizational culture on the development of learning organization: case study of private and public hospitals with hospital accreditation 

    Sirirat Chamnannarongsak; Nisada Wedchayanon, chairperson (National Institute of Development Administration, 2004)
  • Thumbnail

    Patients' perception of quality hospital services : a study in four hospitals located in Metropolitan Bangkok 

    Charuwan Tadadej; Voradej Chandarasorn, chairperson (National Institute of Development Administration, 2000)

Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
Library and Information Center | สำนักบรรณสารการพัฒนา
Email: NIDAWR@nida.ac.th    Chat: Facebook Messenger    Facebook: NIDAWisdomRepository
 

 

Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
Library and Information Center | สำนักบรรณสารการพัฒนา
Email: NIDAWR@nida.ac.th    Chat: Facebook Messenger    Facebook: NIDAWisdomRepository
 

 

‹›×