Client Expectations and Perceptions of Service Quality at Ramathibodi Personnel Healthcare Unit, Faculty of Medicine Ramathibodi Hospital

Abstract

The purposes of this research were to: (1) determine the levels of client expectations and perceptions of the quality of health services provided; (2) compare client expectations and perceptions of service quality at the Ramathibodi Personnel Healthcare Unit (RPHU), Faculty of Medicine Ramathibodi Hospital, Bangkok.The survey was conducted among 330 clients purposively selected by Quota sampling from Ramathibodi staff/clients who visited RPHU during 1–31 October 2012, using a questionnaire covering five service quality dimensions: reliability, assurance, tangibles, empathy and responsiveness. The statistics used for data analysis include mean, percentage, standard deviation, one-way analysis of variance, and paired t-test for differences. The results demonstrated that: (1) the levels of clients’ overall and dimension-specific expectations were very high and those for perceptions of service quality were high; (2) the overall perceptions and expectations were statistically different. Data from open questionnaire were the Unit’s small space and inadequate seats for clients; the long wait, so such problems should be addressed and more doctors should be deployed, responsiveness and more informations. Suggestion of this study to improvement of service quality; especially reliability, responsiveness, assurance and empathy that important to health care quality.