Service Quality of Cardiac Surgery Unit As Perceived by the Clients

Abstract

Objective: To study the service quality level of cardiac surgery unit using the comparison between expectation andacknowledgement of patients in overall and specific levels, namely individual factors and admissionfactors.

Methods: This research has descriptive and cross-sectional design. The sample of this research was 30 patients atcardiac surgery unit. The research employed questionnaire and semi-structured interview as key data collectiontools by the clients in The Faculty of Medicine Vajira Hospital. The questionnaires developmented fromevaluation of Parasuraman was “SERQUAL” and the processing of cardiac surgery unit.

Results: The quality service of cardiac surgery unit based on the acknowledgement of patient was at the high level,there was no difference between expectation and acknowledgment of patient in overall aspect. However, whentaking specific aspect into the consideration, the fastness of service had difference at the statistically significanceof <0.05. Taking individual factors into the account, it was found that patients’ symptoms and occupation ledto difference in service expectation which were statistically significant at <0.05.

Conclusion: The service quality of cardiac surgery unit as perceived by the client were the highest level andsatisfaction. The level of client expectation was less than the level of client perception.