Service Quality of the Outpatient Department: Expectation and Perception of the clients, Kian sa Hospital Surat Thani

Authors

  • Anchalee Phetrob Kian sa Hospital
  • Rungnapa Chantra Boromarajonani College of Surat Thani
  • Chuleeporn Heetakson Boromarajonani College of Nursing, Surat Thani

Keywords:

Outpatient department, expectations, Service quality

Abstract

This research aims to compare patients' expectation and perception of outpatient services. Kian sa Hospital. The purposive sampling method was used for selecting the sample and there were 338 people were participated in the study. Data were collected in March, 2016. A questionnaire is a research instrument consisting of 2 main sections; 1) the personal Information Inquiries. 2) the quality of service with dividing into 4 parts; 1) the quality of service in healthcare providers, 2) the quality of service in service mind, 3) the quality of service in information providing and 4) the quality of service in location. All set of questionnaires were developed by the researcher. Data analysis was using SPSS programmed for descriptive statistic and independence t-test. The results of the research were as follows:

1. Overall quality of service expectation in the highest level (Mean = 4.32, SD = 0.65) and patients perceived in high level (Mean = 3.94, SD = 0.67)

2. Overall patients' expectation and perception is significant difference. (P<.01, t = 11.13)

The results of this study can be used to improve the quality of outpatient services.

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Published

2018-06-01

How to Cite

Phetrob, A., Chantra, R., & Heetakson, C. . (2018). Service Quality of the Outpatient Department: Expectation and Perception of the clients, Kian sa Hospital Surat Thani. Journal of Health Research and Innovation, 1(1), 1–11. retrieved from https://he02.tci-thaijo.org/index.php/jhri/article/view/243182

Issue

Vol. 1 No. 1 (2018): January - June

Section

Research Articles

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Published articles are copyrighted by the Journal of Boromarajonani College of Nursing, Suratthani.

          The content appearing in each article in this academic journal represents the personal opinions of the respective authors and is not affiliated with Boromarajonani College of Nursing, Suratthani, or any other faculty members of the institution. Each author bears full responsibility for all components of their respective article. In the event of any errors, each author shall be solely responsible for their own article.