Perceptions and Expectations of Maternity Service at A 30-bed Community Hospital in Yala Province, Thailand
Keywords:
Expectation, Perception, Service qualityAbstract
The specific aims of this descriptive research study were to (1) identify personal characteristics of maternity-care recipients, (2) determine the levels of client perceptions and expectations of the quality of delivery room service, and (3) compare clients’ perceptions and expectations regarding the quality of maternity services at a 30-beds community/district hospital in Yala province. The study was conducted among 246 clients randomly selected out of all 681 maternity-care clients at the study hospital between June and August 2020. Data were collected using a 2-pat questionnaire: part 1 was about personal characteristics of service recipients and part 2 asked about clients’ expectations and perceptions of the service quality, Inputs, process and outcomes. The reliability value of Cronbach’s alpha for the questionnaire was 0.95. We performed descriptive statistics (mean, percentage, and standard deviation), an independent t-test, one way analysis of variance, and paired t-test of differences to analyze the data.
The results showed that: (1) Most of the respondents were housewives in the 26-30-year age group, had first normal childbirths, and lived in the designated area of the hospital; (2) Regarding service quality, the overall level of recipients’ perceptions was high, while the recipients’ expectations was highest; and (3) the levels of expectations were significantly higher than the levels of perceptions in all three aspects (inputs, process and outcomes; P = 0.05).
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