SERVICE QUALITY RELATING TO OUTPATIENTS’ SATISFACTION CHULARAT 3 INTERNATIONAL HOSPITAL

Abstract

The purposes of this research were 1) to study outpatients’ satisfaction of the service provided by Chularat 3 International Hospital. 2) to study service quality of Chularat 3 International Hospital. And 3) to study relationship between service quality and outpatients’ satisfaction of the service provided by Chularat 3 International Hospital. The samples consisted of 359 outpatients of Chularat 3 International Hospital, using accidental sampling. The research instrument was a questionnaire that had the index of item-objective congruence (IOC) between 0.67 - 1.00 and the overall reliability of 0.97. The statistics used in data analysis including percentage, mean, standard deviation and hypothesis testing by Pearson product moment correlation coefficient, determined the statistical significance level of 0.01.

The research results found that; 1) The outpatients’ satisfaction of the service provided by Chularat 3 International Hospital, overall at a highest level. In addition to, the highest level of satisfaction was the convenience; the subordinate aspects were the courtesy, the coordination, the medical information and out of pocket cost respectively. 2) The service quality of Chularat 3 International Hospital, overall at a high level. In addition to, the highest level of service quality was the tangibles; the subordinate aspects were the assurance, the responsive, the empathy and the reliability respectively. And 3) The overall relationship between service quality and outpatients’ satisfaction of the service provided by Chularat 3 International Hospital. In the whole have the positive correlation as a higher level, with statistical significance at the level 0.01.