Expectation and Satisfaction towards Services of the Financial Unit at Chumphon Khet Udomsakdi Hospital
Keywords:
Expectations, Satisfaction, Financial UnitAbstract
This cross sectional descriptive study aimed to: 1) study the expectations and satisfaction towards the financial unit services of Chumphon Khet Udomsakdi Hospital, and 2) compare the differences between those two variables. Sample was 466 clients. Systematic random sampling was applied. Research instrument was a verified questionnaire on expectations and satisfaction with IOC validity ranged from 0.67-1.0, and Cronbach’s alpha coefficient of 0.85, and 0.79, respectively. Frequency, percentage, mean, standard deviation and paired t-test were used for data analysis.
Result showed that the overall expectations towards the service (M=4.67, SD=0.96) were at a high level. The expectation in terms of general services, quality of services, and facilities of the services (M= 4.66, S.D.= 0.97, M= 4.72, S.D.= 0.97, and M= 4.62, S.D.= 0.99, respectively) were at a high level as well, while overall satisfaction towards the services (M= 4.00, S.D.= 0.86) was at a medium level. Satisfaction in terms of general services, quality of services, and facilities of the services (M= 3.98, S.D.= 0.86, M= 4.04, S.D.= 0.90, and M=3.99, S.D.= 0.90, respectively) were at a medium level. The expectations was statistically significant higher than the satisfaction towards the services in all three dimension (p < 0.05).
Findings of this study suggest that the hospital should improve the quality of its financial unit’s services in all three dimensions, in order to increase customers’ satisfaction.
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