Expectation and Satisfaction of Service in Outpatient Department at Wetchakarunrasm Hospital

Abstract

ABSTRACT

            The objectives of this research were 1) to study expectations and satisfaction of the use of OPD services, and  2) to compare the expectation and satisfaction toward OPD service at Wetchakarunrasm hospital by sampling 400 patients between February-March, 2016. The results showed in percentile, means and IPA technique include testing hypotheses by statistical t-test. The average rate expectation and satisfaction of the market 7Ps mostly were at the high level. The researchers found that patients’ hypothesis testing had service’s expectations and satisfaction in mix-factor marketing including products, process, person and physical differences at significant level of 0.05. The patients’ hypothesis testing had also expectations and satisfaction including pricing, place, and promotion indifferences at significant level of .05.