Service Quality Expectations and Perceptions of Service Users in Physical Therapy Units, Department of Rehabilitation, Phra Nakhon Si Ayutthaya Hospital

Abstract

Objective : This research aimed to: 1) study personal factors, service quality expectations and perceptions of service users 2) study the difference of service quality expectations and also perceptions of service users when classify by personal factors. 3) compare service quality expectation with perceptions of service users in physical therapy units, Department of rehabilitation, Phra Nakon Si Ayutthaya hospital.

Material and methods : 389 five-rating scale with the reliability at .95 questionnaires was recruited from service users of Physical therapy units, department of rehabilitation, Phra Nakon Si Ayutthaya hospital by convenience sampling. The research instrument used was a five-rating scale with the reliability at .95.  The data were analyzed by frequency, percentage, mean, standard deviation, t-test, F-test by setting the statistically significant level of .05.                  

Result : The findings revealed that: 1) Most service users  were married female aged  between 46-60 years old, graduated with bachelor's degree, work as  government/state enterprise officer and earn 20,001-30,000 bath per month. As a whole, service quality expectations and perceptions of service users in physical therapy units were at the highest level; 2) the service users who had differences personal factors had no different service quality expectations and perceptions of service users in physical therapy units; and 3) service quality expectations and perceptions of service users in physical therapy units had differences, average of expectations were more than perceptions.