Service Quality Improvement in Kukaew hospital

Abstract

This cross-sectional descriptive research aimed to study and correlation analysisbetween the service behavior, patient characteristic, patient satisfaction and patients cured.Method: This study was 193 patients conducted by simple random sampling. Data collectedon March 2016. Research tools were the questionnaires consisted of the service behavior,patient characteristic, patient satisfaction applied from 5 dimention of the SERVQUALframework (tangible, reliability, responsiveness, empathy and assurance) to assess servicequality and patients cured of Outpatient department in Kukaew hospital. The statistical analysisused SPSS 16.0 consisted of Percentage, Mean, Standard Deviation, and Chi-square testat 0.05 of the statistic level of significant.

The results showed that 193 pateints was female 56.5% (Mean age 45.61 year old, SD 15.97), eigthty five percent had income lower than 10,000 baht per month (Mean 4,549.74 Baht, SD 5.71), Farmers were 75.1%, distance from home to hospital lower than 10 kms. 82.4% (Mean 5.36 kms, SD 4.11), patient visit the doctor for treatment 5 times and over 57.0% (Mean 9.02, SD 8.9), health welfare was universal coverage (UC) 85.5%, patient satisfaction at high level 89.6% (Mean=99.79, SD 1.39), Factors relation with results of treatment were type of health welfare ( p-value<0.001), overall of patient satisfaction (p-value<0.001) and occupation (p-value=0.025). Factors in considering relation with patients satisfaction were 0.05 health welfare (p-value=0.007), responsiveness satisfaction (p-value=0.018) and empathy satisfaction (p-value=0.032), Factors were not associated with patients cured as follow: gender, age, income, body mass index, distance from home to hospital, number of hospital visiting for treatment, hospital features tangible satisfaction and reliability satisfaction.

Conclusion: Service quality improvement effected to patient satisfaction at high level and effected to results of treatment with statistically.