Internal Customer Satisfaction at Department of Nursing, Siriraj Hospital

Abstract

Objective: To determine the levels of internal customer satisfaction and to take their requirements as well as problems after using services at the Department of Nursing.
Methods: The subjects in this cross-sectional survey research were internal customers. A set of questionnaire was filled out by random sampling method; 192 cases were drawn. The Cronbach’s alpha coefficient for reliability per each aspect of the inventory was used; it was more than 0.75 per each subject. The data were analyzed by SPSS for Windows in terms of percentage, mean and standard deviation.
Results: The findings revealed that the majority of the subjects were registered nurses (44.30%), practical nurses (28.60%), and regular internal customers (65.60%). There were four aspects that fell within the high level (or the good quality level) which meant the personnel must always maintain their quality services (i.e. the environment, the responsiveness system, the accessibility aspect, and the service behavior aspects) and the rest, 1 moderate satisfaction level (or a developing level) meant the personnel should develop better services (i.e. the sufficiency of facility aspect). The internal customers’ requirements and problems were service behaviors, the drinking -water service, an important point of announcement, the service signs, faster finance payment, duration of time for service, more area for space and good ventilation.
Conclusion: Although the total satisfaction fell within a high level, comprising four high levels (the good quality levels) and one moderate level (the developing level). They still wanted to receive higher degree of satisfaction over their service behaviors and many facilities. Recommendations were: the organization should pay more attention to internal customers’ requirements and problems for improvement. Further research should add satisfaction evaluation method on aspects of customer relationship.