EXPECTATIONS AND SATISFACTIONS OF CLIENTS ON THE SERVICE SYSTEM OF OUTPATIENT DEPARTMENT IN ONE PUBLIC HOSPITAL OF CHACHOENGSAO PROVINCE

Abstract

This research was descriptive research, which aimed to study the level of expectation and satisfaction of clients, to compare the expectations and satisfaction of clients, and study the factors related to the expectation and satisfaction of the clients. The sample group were 400 persons who were clients at outpatient department of a public hospital in Chachoengsao province. The research tool was a questionnaire. The statistics use in the data analysis were frequency distribution, percentage, mean, standard deviation, Independent t-test, One-way ANOVA, chi-square and Pearson's Correlation Coefficient.   

The findings indicated that the gender, marital status, experience in receiving services, the travel time to hospital showed different of expectation and satisfaction with the outpatient services system at the significance level 0.05. The gender and the travel time to hospital showed correlate of expectation and satisfaction with the outpatient services system at the significance level 0.05.
The personnel, technology/communication, facilities and overall showed a positive correlation of expectation and satisfaction at the significance level 0.01. The vital signs measurement, weighing and height measurement, screening and history examination, queue to see a doctor, being admit to hospital, referring patients, overview showed a positive correlation of expectations and satisfaction at the significance level 0.01. The medical record and the medical rights check showed a negative correlation of the expectations and satisfaction at the significance level 0.05.