Expectation and perception service quality among HIV infection and AIDS patients : A case study of HIV clinic in a Hospital of Medical Service Department of Bangkok Metropolitan Administration

Abstract

Objective: This survey research aimed 1) to measure expectations and perceptions of service quality 2) to compare service quality, especially between expectations and perceptions 3) to compare expectations and perceptions of service quality by personal characteristic and 4) to identify suggestions for service quality improvement, all among HIV/AIDS clients (HIV-infected persons and AIDS patients) at the HIV Clinic of a hospital under the Medical Service Department of the Bangkok Metropolitan Administration.

Materials and Methods: Survey research, the study was conducted among all 120 HIV/AIDS clients aged 18 years and older registered with the HIV Clinic in 2015. Data were collected using a Service Quality Assessment Questionnaire (SERVQUAL) with the content validity and reliability values of 0.66 and 0.97, respectively, and then analyzed using descriptive statistics, paired t-test, independent t-test, and ANOVA.

Result: The results showed that: 1) the level of client perceptions of service quality was very high, while the level of client expectations of service quality was high  2) the mean values of service quality perceptions and expectations were significantly different, p = .05 3) the clients with different educational levels and frequencies of clinic visits had significantly different levels of service quality expectations, but no different expectations or perceptions were found among those with different ages, occupations, incomes and types of clients and 4) the clients’ suggestions included the setting up of an appointment and follow-up system for direct communication with them and the provision of medications for curing their illnesses.  

Conclusion: In this survey of Expectation and Perception Service Quality among  HIV Infection and AIDS Patients : A Case Study of  HIV Clinic in a Hospital of Medical Service

Department of Bangkok Metropolitan Administrations the level of client perception service quality higher than the level of client expectation service quality (the level of client perception service quality is very high and the level of client expectation service quality is high ) that mean the clients are satisfy on quality service. However the continued improvement of service quality is necessary for HIV infection and AIDS patients in health care organization because of the satisfaction on health care service that mean continuous following clients for care and cure that is the aim of health care service of HIV infection and AIDS patients group.

Keywords: expectation, perception, service quality, HIV clinic, hospital under the Bangkok Metropolitan Administration