Improving Employees’ Service Quality to Enhance The Organizational Performance in Victoria Hospital In Myanmar
Abstract
This study investigates the improvement of employees’ service quality to enhance organizational performance at Victoria Hospital in Myanmar. Amid growing demands for quality healthcare, private hospitals face increasing pressure to meet international service standards. Using mixed methods and action research, this study explores how dimensions of service quality—reliability, assurance, responsiveness, empathy, tangibility, competence, and communication—impact hospital performance. A total of 215 outpatient department (OPD) staff participated in Pre-ODI and Post-ODI assessments through surveys and 17 participated in qualitative interview. SWOT and Weisbord analyses identified critical service issues. The Organizational Development Interventions (ODIs) addressed these challenges through structured training, improved infrastructure, and enhanced communication systems. Quantitative results from Paired Sample T-tests showed statistically significant improvements (p < .001) across all service quality dimensions. Qualitative findings echoed these results, highlighting improved patient confidence, faster service delivery, and more compassionate care. The research concludes with a Service Quality Development Plan to sustain these improvements through continuous training, process refinement, and performance monitoring. The Service Quality Development Plan provides targeted interventions in key SERVQUAL dimensions, showing that ODIs can enhance service quality, strengthen management, and improve organizational performance, offering a scalable framework for Myanmar’s private healthcare sector.
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