Analysis of Pregnant Woman Satisfaction to Hospital Service by SERVQUAL Method: A Case Study of Mahosot Referral Hospital

Abstract

The purpose of this research is to investigate the pregnant woman satisfaction to Health care service in the Department of Mother and Child, Mahosot Referral Hospital by SERVQUAL five dimensions. This survey can give information and evaluation materials to be basis management for improve the hospital. There are five dimensions SERVQUAL comprising Tangibles, Responsiveness, Reliability, Empathy and Assurance with theirs 20 attributes which is the evaluation target from service quality factor. The result of study show that some service quality dimensions need to improve such as regarding tangible hospital should improve the visual appealing environment and physical facilities, concerning to empathy dimension hospital should be improved by offering personalized attention to pregnant woman and the assurance dimension is still need to build up the human source of hospital.