Service quality in central sterile supply department of Charoenkrung Pracharak Hospital via SERVQUAL

Abstract

Objectives: This research were 1) to study the service quality level of The Central Supply Sterile Department of Chareonkung Phacharuk hospital measure by SERVQUAL system and 2) to compare the service quality level of The Central Supply Sterile Department of Chareonkung Phacharuk hospital measure by SERVQUAL system consisting of Customer expectation and perception separate by individual factors.

Method: The sample were register nurse in outpatient, inpatient, officer of dentist department and laboratory center of  Chareonkung Phacharuk hospital among 223 people that calculate by Krejcie and Morgan, used stratisfied random sampling.

Result: The results were as follows: 1) The customer via service quality has expectation highest level and perception has high level and 2) The comparison of the service quality of The Central Supply Sterile Department of Chareonkung Phacharuk hospital were the expectations of users classified by personal factors are not different in statistically significant (p >0.05). For the result that compare about perception of service quality between male and female were statistically significant different (p < 0.05) and other factor were not different.

Conclusions: The service quality of the Central Sterile Supply Department of Charoenkrung Pracharak Hospital from the service users found that the most negative GAP value was the response to service users. Next is the truth and the tangibles. GAP's negative means that users perceive service quality is less than expected.

Keywords: The central supply sterile department, SERVQUAL, Chareonkung Phacharuk Hospital,

                    Service quality