Factors Affecting Services Quality Development of Accredited Quality Services Community Hospitals, Udonthani Province.

Abstract

This descriptive research aimed to: (1) identify personal factors of staff as well as factors related to organizational structure and service process; (2) determine the levels of service quality improvement outcomes; and (3) determine the levels of factors affecting service quality development, all at community hospitals that had been accredited for good service quality in Udon Thani province.  

The study was conducted in a sample of 234 staff members selected from all 579 personnel, using the cluster sampling method, working at four accredited community hospitals in the province. Data were collected using a questionnaire covering the topics of personal factors as well as structural and service process factors, and service quality improvement outcomes. Percentages, means, and multiple regression were determined in the analyses of data.

The results showed that: (1) Of all respondents, 125 were 31–50 years old, 132 were medical care professionals, 81 had 6–20 years of work experience, and 172 had quality improvement experience. The factors related to overall structure were at a high level, except that those related to resource support, training in job responsibilities, and participation in evaluation were at a moderate level. The overall factors regarding process participation were at a high level, but moderate for planning and fire drills. (2) The outcomes of service quality improvements of the hospitals were at a high level, but those related to work process efficiencies were at a moderate level. (3) The workforce structure has the effect on service quality development and has the most influence on service quality development. Process factor, risk management Safety and quality has the effect on service quality development and has the most influence on service quality development.