Perception of Patients on the Out-Patient Department Service Quality in Makarak Hospital, Kanchanaburi Province

Abstract

The objective of this study was to determine factors which related to perception of service quality among patients of the Out-Patient Department (OPD) in Makarak hospital. Data were collected by questionnaires from 336 patients, 12 administrative committee of the hospital, and 18 providers from OPD. The results revealed that the patients' service quality perception on the OPD service quality showed dissatisfaction. The service quality needs of patients were mainly focused upon assurance. The significant factors which related to service quality perception of patients were age and income. The period of time spent of patient with and without laboratory investigation were 2 hours 9 minutes and 1 hour 17 minutes respectively. The administration of OPD service of the management perception of patient expectation, service quality specification were rarely high and high level while service delivery and external communication to patients were at moderate level. The patients need improvement the time spent of service delivery and manner of service providers. The study result suggested that a hospital policy should be improved service delivery to meet standard. In addition, the service should be to survey the patient needs, communicate about service information to patients, and improve process of service delivery to be short period of time spent for improving service quality of OPD.