The Study of Service Quality and Costs of Hospitals in Social Security System in Thailand


This research aims to study factors influence the medical service quality of hospitals in the Social Security System. Also, it considers the problems and obstacles of the services. Additionally, cost-efficiency analysis is included by using the quantitative and qualitative analysis. The study found that hospitals in the Social Security System have high service quality and can achieve the high satisfaction level from insurers. The study found that the satisfactions on the existing medical and healthcare services are less than the expected level, but more than the minimum acceptable level. These revealed that the hospitals in the Social Security System still have to develop their service quality to meet the insurers’ needs. Cost-efficiency analysis of the hospitals revealed the opposite relationship between service quality and costs of healthcare. As a result, hospitals can reduce costs of management while providing better quality of healthcare services to the insurers and increasing insurers’ satisfactions by obtaining proper medical services. Hospital can provide better services and the insurer can gain higher satisfactions when there are an availability and adequacy of medical services, effectively managing their costs, and properly allocating all their resources. However, some hospitals have problems to provide good medical services. The major limitation of the large-sized hospitals is budget limitations while the medium-sized hospitals face the unavailability of the facility. The small-sized hospitals have drawback in terms of unavailability of equipment and medical technology limitations. Considering on type of hospital, the major limitations of public hospital.

Author Information
Nantarat Tangvitoontham, Srinakharinwirot University, Thailand
Papusson Chaiwat, King Mongkut’s University of Technology Thonburi, Thailand

Paper Information
Conference: ACSS2015
Stream: Economics and Management

This paper is part of the ACSS2015 Conference Proceedings (View)
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Posted by James Alexander Gordon