Clients satisfaction on service quality at the Doem Bang Nang Buat Hospital, Suphanburi Province
Keywords:
Satisfaction, Service Quality, HospitalAbstract
This study aims to 1. The level of Service quality and the clients’satisfaction. 2. Service quality factors Affecting to satisfaction of clients in Doem Bang Nang Buat Hospital. The Sample is clients of Doem Bang Nang Buat Hospital. The instrument used was a questionnaire consisting of 400 people by accidental sampling. The average of Item-Objective Congruence Index (IOC) was 0.77 and the Reliability index was 0.81. The statistics used for data analysis were percentage, mean, standard deviation and Multiple Regression statistics. The findings disclosed as follows: 1. The overall quality of service was exceptional. Upon evaluating each facet, it was determined that service recipients prioritized the tangibility of the service and the assurance provided to them, followed by the responsiveness to their needs, with overall satisfaction among service recipients reaching its peak. Upon evaluating each facet, it was determined that the element most valued by service receivers was the knowledge provided by the service (medical knowledge), followed by the amiability and engagement of the service provider (courtesy). 2. The influence of service quality on trust (Beta = 0.664), responsiveness to clients (Beta = 0.291), and assurance to provided to clients (Beta = 0.161) significantly affects client satisfaction in descending order, with a statistical significance at the 0.001 level.
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